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 a new Retirement Account policy for a client on our enhanced journey is a signatureless process, meaning there is no need to send us any client declaration. 

Where existing clients wish to top up their policy or increase regular contributions, we have introduced a temporary measure, by which we do not need the client declaration. Instead, advisers can complete the top up adviser declaration and send this via our secure email portal to We cannot accept this documentation in any other manner.

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.