Help for Existing Customers

Manage your policy online

Access your policies at a time that suits you

Log in   Register

Product Information


Information and help with your specific product

View our helpful information

Common actions & queries

Help with the most common
things our customers look to do

Go to common queries

What would you like to do?

Here you'll find some of the most common things our customers look to do.

For most of our products, you can manage your policy online by logging in or registering for our Online Service

We understand that you may be going through a difficult time and so we want to make dealing with us as simple as possible.

If someone has passed away, let us know by completing our online form or by calling us.

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.

For most of our products, you can send us a secure message with your new details, through our Online Service.

If you'd prefer, you can fill in and complete a direct debit form and send it back to us.

Please ensure any updated bank details reach us at least 10 working days before any payment is due.

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

We recommend that you carefully consider your options, including your tax position, before accessing your pension savings.

Taking money out is a big decision and one that’s best made with an adviser.

If you don’t have a financial adviser, you can find one at unbiased.co.uk

We’ll send you a guide to your retirement options around 6 months before your selected retirement date.

Taking money out is a big decision and one that’s best made with an adviser.

If you don’t have a financial adviser, you can find one at unbiased.co.uk

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
BX19 1AS
United Kingdom

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).

Before you can manage Prudential policies or investments on behalf of someone else, we’ll need to check the power of attorney you hold, your details and the details of the policy holder.

We can help if you're looking for a policy either for yourself or a family member.

Review and manage your plan online

Our Online Service makes it easy and convenient to see and service your policy at a time that suits you. Once registered, you’ll be able to check the value of your policy, view important documents, send us secure messages and change your personal information and preferences. Registration is easy and only takes five minutes - all you need is your policy number.

Online Service

Need more help?

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.