We understand that you may be going through a difficult time and so we want to make dealing with us as simple as possible.
We’re sorry if you’re experiencing delays trying to speak to us. At certain times our phone lines can be very busy so please bear with us. This is not the service we want to provide you, and we’re working to improve this position.
Did you know that for most of our products you can manage your policy online? If you’re not registered yet, it’s easy and only takes five minutes – all you need is your policy number. A small number of products are not available online, and these are listed on the registration page. Please check your product is available before registering.
You can use this safe and secure online tool to upload documents that we’ve asked you to send us. Please only provide documentation that’s been requested.
Here you'll find some of the most common things our customers look to do.
For most of our products, the quickest and easiest way to view both your latest and historical P60's is through our Online Service.
If you’re not registered, all you’ll need is your policy number which can be found on any letter we’ve sent you.
It will be available through our Online Service for registered users from around 1 week after the end of the tax year. If you're registering for our Online Service for the first time, please allow 48 hours for it to be available.
Otherwise, we'll post your end of year tax certificate (P60) by 31 May each year.
If you've lost your P60, you can send us a secure message to request a copy.
HM Revenue & Customs (HMRC) will notify us of any tax code changes whenever they issue a new code to you. If you think your tax code or tax is incorrect, you need to contact the HMRC in the first instance:
Pay As You Earn and Self Assessment
HM Revenue & Customs
Telephone (from UK): 0300 200 3300
Telephone (from abroad): +44 135 535 9022
You'll need your National Insurance number and policy number. They might ask for Prudential’s tax district and reference number (or PAYE reference) which you can find on your end of year tax certificate (P60).
For most of our products, your annual statement and latest valuation can be found easily through our Online Service. If you’re not registered, all you’ll need is your policy number which can be found on any letter we’ve sent you.
For most of our products, the quickest and easiest way to update your address is through our Online Service. If you’re not registered, all you’ll need is your policy number which can be found on any letter we’ve sent you.
To change your name, we’ll need a signed letter from you with details of your previous name and your new name. We’ll also need one of the following original documents: a Marriage Certificate, Civil Partnership Certificate, Decree Absolute or a Deed Poll.
Please send the letter, including your policy number, to Prudential, Lancing, BN15 8GB. We’ll return your document to you straight away.
If you purchased your pension originally through Scottish Amicable, then you may be able to change your retirement date online. If you’re not registered, all you need is your policy number which can be found on any letter we’ve sent you.
Once online, simply access your Pension Plan Overview and click on ‘Selected retirement age’. If you’re eligible, it will let you change the date. If not, there is a contact number to call us.
If you're thinking about taking a lump sum from your bond, the easiest way is usually through our Online Service. If you’re not registered, all you’ll need is your policy number which can be found on any letter we’ve sent you.
It’s important that you understand all your options and the impact of any changes you make. Please read the important considerations page before you make any changes. You’ll also find our contact details here. We always recommend you speak to your financial adviser before making any changes to your investment.
If you don’t have a financial adviser, you can find one at unbiased.co.uk
Before you can top-up your personal pension plan, there are certain conditions which need to be met before you can make any changes.
We recommend you get financial advice to help you make decisions about your pension savings and your retirement options. If you don't have a financial adviser you can find one at unbiased.co.uk.
If you can't find the answer you're looking for here or in our Online Service, we're here to help. Visit the contact us page to find the team that can help with your query. We're available Monday to Friday, except public holidays.