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News: Provider Update – 19th May 2020

May 19, 2020

Mark.Lamb

News

3rd Party Provider Updates

From Plus Group

 

Each week, our team of “Chasers” are in regular contact with 3rd Party Providers, obtaining estimated turnaround times, current status and updated contact details.

The information you see below has been gathered over the past week and was correct at time of publishing and is for informational purposes only.

If you would like to receive our weekly email version, please let us know by clicking here.

 

Scottish Widows

Retirement Accounts

We have been advised that 10-15 working days is the average turnaround at the moment.

Corporate Pensions

Timescales are currently 40 calendar days due to volume of requests.

GPP

Timescales are currently 25 working days.

Ex Zurich Policies (ZU)

Timescales are currently 10 working days with current workload.

 

 

Legal and General

Stakeholder Pensions

Lines are now open. Systems are running slower than usual.  They are unable to provide timescales. Hold times of 20+ mins, turnaround times are quoted at 10 working days but have said to expect these to run over due to high volumes of requests.

 

 

Aviva

Pension TK plans

Phone lines are open.  Responses to LOAs can be done on the chaser call. Further requests can be delayed, but a lot can be completed by the call handler.

Pensions F5 Plans

Still unable to take calls. Provided with the following email address to use customer.services@dgaviva.com.

Pension F4 Plans

Phone lines are now open, but meeting with delay. 10+ mins

Pension BK plans

Timescales are currently quoted as 15 working days.

Pension My Money GS Plans

Hold time is around 25 mins. Timescales can vary, depending on nature of request. 26 working days from LOA being sent in for an initial response.

 

 

Royal London

7 digits, starting with a 9

They have said that their timescales can depend on the type of request being made and that some requests can take as long as 25 working days.

7 digits, starting with a 4

Timescales are approximately 5 working days.

 

Standard Life

TM Policies

Waiting times to get through to them aren’t too excessive. Timescales are currently 10 working days.

D policies

Current timescales are 10 working days.

K policies

Current timescales are 10 working days.

ISA Wrapper

Timescales are usually 10 working days, but they are over their SLA – currently 20 working days.

 

 

B&CE (Peoples Pension)

Pension

Phone lines are only available to clients, aged 55+ who are looking to access their pension. They are not handling any other requests at this time and have not confirmed when this may change.

 

 

Evolve

Pensions

Phone lines are closed but can leave a voicemail. Post is being processed one day a week.

 

 

Hargreaves Lansdown

ISA/Investments

Less than 5 minutes in the queue and we, have been quoted 10 working days but they have explained this could be subject to change.

 

 

Aegon

Retiready

Usually have a wrapper number starting with a 7 or a 2 – Phone lines are now open, and they will speak to advisers. Bear in mind that lines are only open from 10am-4pm. LOA responses are general responses of 5 working days. Further requests are then 5-10 working days.

ARC and One Retirement

Phone lines are now open, and they will speak to advisers. Bear in mind that lines are only open from 10am-4pm – LOA responses are general responses of 5 working days. Further requests are then 5-10 working days.

Target Plan

Reference usually A/000
Phone lines are now open, and they will speak to advisers. Bear in mind that lines are only open from 10am-4pm. Timescales are currently 5-10 working days.

Ex Scottish Equitable

Requests are best submitted via the Aegon Online Portal. Up to 15 working days.

 

 

Royal London

Workplace/Employer Pensions

Business as usual. Timescales are quoted between 7 to 15 working days depending on what has been requested.

 

WTW

Barclays Team

Timescales are currently at 5-10 working days, but no guarantees in the current climate.

 

HSBC  Investment Fund

ISA

Call wait times approximately 45 mins, however timescales aren’t too bad – roughly 10 working days.

 

Phoenix Life

Ex Abbey Life policies

Timescales are currently 7-10 working days.

 

Standard Life Elevate

Usually begin EL

Timescales are usually 10 working days, but they are over their SLA – currently 20 working days.

 

Scottish Friendly

Pension

Phone lines are currently not open and their voicemail message has advised to email them on contactus@scottishfriendly.co.uk

 

Prudential

8 numbers long

PPP hold times vary, but personal pensions were 33 mins. Timescales are 5 working days, plus postage time.

 

Reassure

Personal Pensions

Timescales are still within standard response times for Reassure. 5-10 working days.

 

Utmost/Equitable Life

Personal Pensions

They are currently not giving definitive timescales, but we have been told they are currently working on requests from March – we have tried calling for a further update but numbers cuts off after a while.  We are therefore still emailing requests.

 

Schroders Personal Wealth

Investment Portfolio

Their office isn’t taking calls, so you have to leave a voicemail.

 

OMW

Pensions beginning PP

Personal pensions and older plans have been taking over by Reassure.  Still best to use ask@omwealth.com – timescales are approximately 5 working days.

 

NOW

Pensions

Call wait times are ok. Timescales are 10 working days, subject to change.

 

Zurich

Personal Pension

They are answering the phone – remote working in place and standard ceding information is taking around 5 working days.  Also, a plan that they missed was dealt with the same day when escalated.

 

Sanlam Wealth

Pension Plans

Hold time approximately 5 minutes. Timescales are currently 10-14 working days.

 

Quilter

Ex Old Mutual International Plans

Unable to speak with them. Phone lines are only open to vulnerable clients. Contactable via email – qintlask@quilter.com

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