Our improved Retirement Account online service

Our improved Retirement Account online service

We've been listening to feedback and have been working to improve the usability and efficiency of our online journey. As we want you to have more time to focus on what matters - your clients and their needs.

Streamlined Retirement Account process

Our latest online service offers enhanced functionality that’ll make it easier for you to write new business and service your existing Retirement Account clients.

Real time business tracking

Quick and easy way to see if there’s any outstanding actions for your application. Each transaction that’s part of the application is tracked and each stage shows a status. Watch our 'How-To' series below on tracking business applications.

Faster and more accurate business submissions

Quick and intuitive online processes, allowing you to submit business accurately and efficiently for your clients.

Signatureless and more accurate business submissions

A signatureless process allowing you to service your client’s requests as quickly as possible.

Latest Updates

Reviewing policy information

We’ve made it easier for you to access and review key information about your clients’ policies.

The Account Information tab will show some key information, including the current valuation, fund breakdown and upcoming transactions.

The Performance & Transactions tab is where you can find new information – you now have access online to the details and totals of money-in, money-out, charges and investments, either over a specified 12 month period, or since inception.

Business Tracking

The business tracking area of the Retirement Account has been updated so you can track the status of new business, money out and top up requests.

Email and SMS notifications

Opt-in for email updates for new business and money out transactions, so we can keep you updated as we process them. Sign your client up for SMS updates on their money out requests.

You’ll now automatically receive email notifications when your client takes money out of their Retirement Account themselves, either by phoning Prudential or using their own online services. Find more information about what your clients can do online at the bottom of this page.

Single and regular taxable income payments

If there’s an existing regular income set up from the decumulation account, you can now set up a single income payment as well, without having to rely on Prudential staff to do this.

In the ‘take money out’ section for any Pension Income accounts, there are now two sections. One called taxable income regular, and one called taxable income single.


Support for your clients


We’re launching a new Online Service for Retirement Account clients. The Online Service offers a more modern and digitally-engaging experience to help clients keep track of their investments.

Now your Retirement Account clients will be able to:

  • Get up-to-date valuations of their pension pot at any time.
  • Know how much tax-free cash they’ve got available and understand their options.
  • Store key documents securely online
  • Ask to take money out of their plan. * You’ll be notified of this automatically via email when the request has been approved.
Featured Video

4 minutes

These online enhancements are not designed to discourage your clients away from getting in touch for advice. The importance of speaking to their adviser before making any decisions about their investment is highlighted across the site. These advice  ‘warnings’ are even more prominent in the money out section as highlighted above.

Watch the video to see the new Online Service for your clients, and just how often we recommend seeking advice throughout.

*Not all clients will be able to take money out of their plan. To progress with this type of request they’ll need to answer a series of questions. If answers to these questions don’t meet the required criteria, they won’t be able to proceed. Clients that do proceed are made aware of the complexity of taking money out of their investment and the potential pitfalls, as well as the value of seeking advice from their adviser.

"Prudential" is a trading name of Prudential Distribution Limited. Prudential Distribution Limited is registered in Scotland. Registered Office at Craigforth, Stirling FK9 4UE. Registered number SC212640. Authorised and regulated by the Financial Conduct Authority. Prudential Distribution Limited is part of the same corporate group as the Prudential Assurance Company. The Prudential Assurance Company and Prudential Distribution Limited are direct/indirect subsidiaries of M&G plc, a company incorporated in the United Kingdom. These companies are not affiliated in any manner with Prudential Financial, Inc, a company whose principal place of business is in the United States of America or Prudential plc, an international group incorporated in the United Kingdom.