Prudential Annuities customer information

Thanks for choosing us to provide your annuity - you're alongside more than one million people around the UK who also have their annuity with us.

New customer?

If you've recently purchased your annuity you may have a lot of questions about how your annuity income is going to work. Our user guide for new customers has been written especially to help answer those questions.

Want to know more about your annuity?

To find out specific information about your annuity, you can do so online in our annuities section. Or if you'd like to find out more about annuities in general, please refer to our guide to choosing your annuity. This also features answers to your most frequently asked annuity questions.

Still unsure?

You can send us a secure online enquiry anytime or call us on 0845 640 0000 (Mon-Fri 8:30am-6pm).

We look forward to helping you make the most of your retirement income.

Need to update your details?

We've put together the following information to help you if your personal details have changed or if you'd like to get in touch with us regarding your annuity. Please remember to have your policy number to hand if you call us and quote this on all written correspondence.

Need to change your personal or bank details?
Are you moving abroad?
Has your tax code changed?
Need a copy of your Tax Certificate (P60)?
Need to notify us of a death?

Need to change your personal or bank details?

If you need to change your name, address or bank details, please let us know so we can keep in touch with you and continue to make your annuity income payments.

You can write to us at the following address:
Annuities Customer Contact Centre, Prudential, Stirling, FK9 4UE.

If you are changing your name, please provide:

• Your policy number, your previous name, your new name and your new signature.
• Your original Marriage Certificate, Deed Poll or Decree Absolute (this will be returned to you straight away).

If you are changing your address or bank details, you can also call us on 0845 640 0000 (Mon-Fri 8:30am-6pm). We'll then let you know if you need to complete any additional forms for us to update our records.

It is also important that you let HM Revenue & Customs know so they can keep you up to date with changes in your tax code.

Are you moving abroad?

More and more people are choosing to move abroad when they retire. As far as your annuity is concerned, we can pay your income directly into a UK based bank or building society account in your name (either solely or jointly). Or depending on the country in which you live, into an overseas account in your name (your bank may charge if we pay you this way).

If you've moved abroad and would like to change your bank details, please call us on (+44 118 964 5024) (Mon-Fri 8:30am-6pm). We'll then let you know if we need you to complete any additional forms in order to update our records.

We can make payments in Sterling to overseas banks. We can also make payments in foreign currencies. This option covers the EU as well as many other countries worldwide.

Please note changes in the rates of exchange between currencies can cause your income to go down or up.

Has your tax code changed?

If you've received a new tax code please note we cannot update our records until we've been notified by HM Revenue & Customs. Usually they notify us automatically when they issue the new code to you.

Need a copy of your Tax Certificate (P60)?

We'll send you your end of year Tax Certificate (also known as your P60) by 31 May each year, in line with HM Revenue & Customs requirements.

If you need a copy of your Tax Certificate, you can call us on 0845 640 0000 (Mon-Fri 8:30am-6pm) and we'll send you a letter containing all of the information on your P60.

Need to notify us of a death?

Please call us on 0845 640 0000 (Mon-Fri 8:30am-6pm).

We'll ask for several pieces of information, which will help establish if any further benefits are due. Please have the following information to hand when you call us:

• The deceased's full name, date of birth and address.
• The deceased's exact date of death.
• If available, the deceased's annuity number(s).
• Your full name, date of birth, address & your relationship to the deceased.*
• If applicable (and if different from above), the spouse or partner's full name, date of birth, address, national insurance number and bank details (sorting code & account number).

Once we have all this information, we may ask you to send us the original Death Certificate (not a copy), which will be returned to you straight away (see address below).

*If you are not the legal spouse/civil partner/partner of the deceased and they have left one, we will have to gain authority from the legal spouse/civil partner/partner, for you to be able to represent them. There are two ways of doing this;

• Verbal Authority: If the spouse/ civil partner/ partner is present with you when you call us, we can talk to them very briefly to establish they are happy with you representing them.

  Once we have gained this authority, we will use an online validation system, to validate your identity. This system is generally used to carry out credit checks against individuals, but we will simply be using it to validate your identity. The system will have no effect on your credit rating.

  Occasionally we will not find a positive match against individuals and on these occasions, we would have to seek a written authority.

• Written Authority: If you choose not to go down the verbal authority route, or the identity check has failed on our online validation system, we would need a written letter of authority. There are five key things that need to be included in a letter of authority;
  
  1. The name of the organisation or individual being authorised to receive the information.
  2. The company the information is to be released from and the information being authorised e.g. I authorise Prudential to release any information about my policy.
  3. Policy number i.e. the policy number(s) or annuity number(s) for which we are required to release information must be quoted.
  4. Duration of the Authority. All letters of authority should contain a period of validity or state that it is valid until further notice.
  5. Signature and date. All letters of authority must be clearly signed and dated by the policyholder (or their legal spouse/civil partner/partner in the event of death).
  

Death Notifications and Written Authorities can be sent to us at:

Annuities Bereavements, Prudential, Stirling, FK9 4UE.