Frequently asked questions
Here you'll find the most common questions we're asked about our online service.
Your plan may not have online access – our Crest pension plans and buyout bonds unfortunately do not have access at present. Alternatively you may be entering your plan number incorrectly, please contact our Web Support Team who will be able to assist.
Unfortunately non UK post codes are not accepted, please contact our Web Support Team who will create an account for you.
Please contact our Web Support Team who will get you back online.
You will be given three attempts to log in. After that, if you have set up your memorable questions, you will be able to reset your password online. Alternatively contact our Web Support Team, who will get you back online.
We support Internet Explorer, Chrome and Firefox on Windows PCs.
Please contact our Web Support Team if you need any training or support and we will be happy to help.
Please check that all pop-up blocker software is set to allow pop-ups from our website.
- Talisman pensions
- Retirement Solutions
- Pension Portfolio
- Individual pensions
- Profitbuilder plans
- Budget plans
For personal pensions and endowment policies call 0345 60 50 050 or email firstname.lastname@example.org To protect your data, we unfortunately can’t accept email requests to change your address or contact details.
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 then 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.
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 will be using 128-bit Secure Sockets Layer (SSL) encryption. SSL is the technology that lies behind the yellow padlock that is 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.