How a pensions adviser sped up retirement planning by outsourcing provider chasing

Client Context

Helen* built her practice around helping clients plan for retirement. Most cases required detailed pension information across multiple providers — from old workplace schemes to legacy personal pensions.

The problem was always the same: getting information back from providers took weeks, and every case ground to a halt until the data arrived. Clients who were preparing to retire often grew anxious about delays, and Helen spent countless hours chasing providers.

The Challenge

Pension-focused work created three major hurdles:

• Multiple providers to contact for each case
• Long delays in provider responses without constant follow-ups
• Clients frustrated by slow progress on time-sensitive retirement plans

Helen worried that the time lost was making clients question her efficiency, even though the delays weren’t her fault.

The Turning Point

When a client preparing to retire within six months grew frustrated at waiting weeks for their pension information, Helen knew she had to find a way to speed things up. Her reputation depended on it.

The Solution

Helen partnered with Plus Group for LOA Chasing & Checking support. We:

• Took over chasing providers for all pension cases
• Checked every response for accuracy before passing it to Helen
• Maintained updates so she could reassure clients their case was progressing

Implementation Insight

We began with Helen’s most urgent retirement cases. By chasing systematically, responses that had been outstanding for weeks were received quickly, and cases moved forward. With ongoing support, Helen no longer had to pause her advice process while waiting for provider data.

Results

• Faster turnaround of pension information from providers
• Clients reassured their cases were progressing
• Helen freed from hours of chasing so she could focus on planning advice

Emotional Impact

For Helen, the shift was reassurance and credibility. Clients saw her as proactive and efficient, even though the chasing was handled behind the scenes. She no longer felt her reputation was at the mercy of provider delays.

Before vs After

Barriers Addressed

Helen initially worried clients might not feel updated if chasing was outsourced. Instead, Plus Group provided her with clear updates she could share, making her look more proactive than before.

If provider delays are slowing down your pension cases, Plus Group’s Loa chasing & checking support ensures retirement planning moves at the pace your clients expect.