Servicing update

Customer update on servicing

Our servicing teams are extremely busy and we’re aware some customers are experiencing lengthy delays. We apologise for any inconvenience this may be causing. This is not the service we want to provide. Please be assured, we’re actively working to resolve this position as soon as we can.

There are other ways to get information about your policy. For most of our products, you can manage your policy online by logging in or registering for your Online Service. Registration is easy and only takes five minutes – all you need is your policy number. There are a small number of products not currently available online, and these are listed on the registration page.

Your online service

During these times you might prefer to use our online services. You can use these to check the value of your policy and get other information about your plan.

Frequently asked questions from customers about the impact of Covid-19

You’ll find information on some other questions our customers are asking about how we’re continuing to look after our customers during the current situation.

We appreciate your patience. The government advice is still to work from home if you can.

We’re following Government advice and mostly working from home to look after our people so they can continue to give you the best possible service.

Our priority is to ensure we provide a telephony service to our more vulnerable customers and those most needing urgent help.

This may mean, if you try to call us, you’ll experience longer wait times. Rather than call us, you may prefer to use our online services during this time. If you’re not already registered you can do so at  - online services. it’s simple to register.  Once registered you can quickly see your plan information and value.

Our mail might be impacted, and we will do all we can to minimise any impact on you. We will still be working with Royal Mail and our distribution partners to make sure all mail continues in and out of Prudential, though there might be delays.

If you live overseas you may find any mail we send you may take longer than usual to arrive. 

You should check with your Financial Adviser, they may be able to complete your request online. If you don’t have an adviser visit to find an adviser.

You can easily view your updated plan value, plan details, view documents and use our online chat to send a message.

If you’re not already registered, you can do so at online services

If you are thinking about your options in these uncertain times it is very important to speak to your financial adviser, if you have one. If you have a Retirement Account with us, your adviser will be able to do a wide range of things for you online. This is likely to be quicker and easier than calling us directly during this very busy time. And more importantly your adviser will be helping you make the right decision for your money. Your adviser is able to do the following things on our online system:

Switch your funds

Change how often and the amount you contribute to your pension/investment

Stop any payments

Take money out on your behalf

Change your details

Due to the impact of Covid-19 we are experiencing higher than normal call volumes requests. We’re doing all we can to operate as near normal as possible in these difficult circumstances for our customers. However, please bear with us while we process any request you make, as it may take a little longer than normal.

Yes. Financial advisers can accept applications without needing to come out and get a signature. This means you can complete the application without leaving home or anyone coming into your home.

Check with your financial adviser if this applies to what you want to do.

We understand that these are very difficult times, and we will do all we possibly can to help support you. It may be possible to reduce/stop your contributions, but please check your Product Terms & Conditions in the first instance. You would have received these when you started your plan. You may also find details here.

Before making any changes we always recommend you speak to your financial adviser. If you don’t have a financial adviser you can find an adviser here.

Usually you have to be 55 or over to take your pension. The are some rare instances where you may be able to take it early, some examples are

  • Ill health, usually meaning you are unable to work, and unlikely to be able to return to work before normal retirement age. 
  • Serious ill health, where you have a life expectancy of less than 12 months. 

Both of the above would require evidence from a registered medical practitioner. 

We always recommend you speak to your financial adviser before taking any money from your pension.

If someone contacts you unexpectedly and says they can help you access your pot before the age of 55 it’s likely to be a pension scam. You could lose your pension money and face a tax charge of up to 55% of the amount taken out or transferred plus huge additional fees.

Please see our 'How do I spot a scam?' question for more information.

Scammers are taking advantage of the Covid-19 situation. The effect of the coronavirus pandemic on markets and personal finances is making people more susceptible to financial scams. Criminals see opportunity in the ongoing pandemic, when people are feeling confused and vulnerable. It’s important to be on the lookout for scams to ensure you don’t become a victim.

  • Beware of calls, texts, WhatsApp messages or emails from businesses and individuals offering great deals. Watch out for things like a free pension review, unsolicited messages on how to unlock cash from your pension, fantastic investment opportunities with ‘guaranteed returns’ or requests for you to move money into another account.
  • High pressure sales tactics are another tip off to a scam. Look out for any business or individual who is rushing you to agree to a deal or sign anything. 
  • We have also seen ‘Good cause’ scams where scammers ask you to invest in good causes such as face masks and hand sanitiser often promising lucrative returns.
  • Watch out if you are asked for upfront fees. Take as much time as you need to avoid making rash decisions that you may regret. 
  • Never give out your password, don’t click on links on emails from unknown senders, look out for typos, errors in grammer or punctuation and unexpected attachments. 

You should always get financial advice before making financial decisions. Scammers are very sophisticated and even the most well-informed people are at risk.

The FCA ScamSmart website offers helpful support on what you can do to spot investment fraud.

Banks and Building societies are essential businesses allowed to stay open during lockdown, so your local branch should be open. However, paying a cheque into your account might be more difficult if you’re self-isolating or unable to travel to your bank. If this is the case, many banks offer online services to enable customers to carry on banking business remotely. Contact your bank or visit their website to learn what online services are available to you.

Bank transfer is another fast secure way to receive your annuity payment. You won’t need to go into the bank and you’ll have access to your money immediately. To set up a bank transfer, simply call us on 0345 640 0000 or send us a secure message through our online service. You need to be registered to send an online message. If you’re not registered for our online service, it’s quick and easy to do. Go to to find out more.

It’s important to get financial advice

It’s more important than ever to get financial advice. If you’re worried, or thinking of making changes to your pensions or investments, we recommend you speak to your financial adviser.

If you don't have an adviser, you can find one below:

Prudential Financial Planning Limited

We have a team of advisers across the UK. You can talk to us by video call, giving you a flexible, safe and convienient way to meet whenever you want. Or if you'd prefer, we can simply chat over the phone – whatever suits you best.

We offer a restricted advice service.

Book an appointment


For independent advice you can visit Unbiased who can help you find an adviser in your local area. Many advisers will be able to meet you through a video meeting or a call, during these times. 


Visit Unbiased