FAQs: Your plan online
Here you'll find the most common questions we're asked about our online service.
I get a "Policy not valid" error when trying to register
Your plan may not have online access. For example, our Crest pension plans and buyout bonds don't currently have online access. Alternatively, you might be entering your plan number incorrectly. Please contact our Web Support specialists who will be able to help you.
My non UK postcode isn't accepted when I try to register
Unfortunately, we don't accept non UK postcodes. Please contact our Web Support specialists who can create an account for you.
I've forgotten my username
I've forgotten my password
You'll have three attempts to log in. If you've set up your memorable questions, you can use this to reset your password online. Alternatively, you can contact our Web Support specialists who will get you back online.
Who do I contact with a query on my plan?
For personal pensions please call 0345 60 50 050 or email firstname.lastname@example.org. To protect your data, we can’t accept email requests to change your address or contact details.
What browsers do you support?
We support Internet Explorer, Chrome and Firefox on Windows PCs.
What training and support is available?
Please contact our Web Support specialists if you need any training or support and we'll be happy to help.
I'm having problems downloading documents
Please check that all pop-up blocker software is set to allow pop-ups from our website.
What contracts are covered?
- Talisman pensions
- Retirement Solutions
- Pension Portfolio
- Individual pensions
- Profitbuilder plans
- Budget plans
Can I change my address online?
At present, only Retirement Solutions pensions taken out through your employer have the functionality to change address online. If you have one of these plans, please select the change details link on the left hand navigation bar.
For all other plans, please call 0345 60 50 050 or email email@example.com. Please note that, to protect your data, we can't accept change of address requests via email.
What security do you use to keep data secure?
Usernames and passwords
The data stored within our online service is private to each user and may only be accessed on successful entry of a username and password. As long as these details are kept confidential, nobody else will be able to access your account.
When you connect to and sign in to our online service, you'll be using 128-bit Secure Sockets Layer (SSL) encryption. SSL is the technology that lies behind the yellow padlock that's displayed in the bottom right corner of Internet browsers. The use of SSL encryption means that no one can intercept and see the information being transferred between our customers and our online service.
We use Verisign Class 3 digital certificates on our online service. This means that our electronic identity and authority have been independently verified. When you connect to one of our secure sites, your web browser uses the Verisign digital certificate to set up the SSL encrypted communications with our site. You can view our Verisign certificate information by double clicking the yellow padlock in the bottom right corner of your browser.
We use firewalls to restrict access to the servers that host our websites. We also make use of Intrusion Detection and Intrusion Prevention Systems (IDS and IPS respectively) – these systems constantly monitor our systems for malicious or unwanted activity and can react to block or prevent those activities.