Online service help
Our online service is designed to be simple to use but if you're having problems or would like to ask a question, we've got plenty of support available.
You can explore some common queries below and find out where to get help and support.
The help and support available will depend on which service you are using.
Can I use online service?
We're currently developing our digital capability so not all our pension or insurance plans are supported yet.
Your access and what's available to you will depend on who originally provided your plan. You can find out if there's an online service available for you by visiting the applicable registration page:
How do I register?
We've recently extended our online service so that more customers can view their plans and policies online. We have two different services you could access, both are detailed below to help you find the right one for you.
Royal London pensions since 2004 or Scottish Life
If you took out your plan with Royal London since 2004, or if you took it out previously with Scottish Life, take a look at our registration page for this service to learn about what you'll need to get started.
For insurance policy customers (or pensions and investments started before 2004)
If you have a Royal London Personal Menu or Whole of Life plan, or you took out your policy or plan with Royal London before 2004, take a look at our registration page for this service to learn about what you'll need to get started.
Please be aware, to access your plan you'll need to provide us with an up-to-date email address and mobile phone number. We're currently working on expanding our service and we'll be in touch soon.
Forgotten your password or username?
Don't worry, you can reset your password through our help pages. The help available will depend on which service you are using.
Royal London pensions since 2004 or previously Scottish Life
Our How to get help page has all the information you need to get you back up and running.
For insurance policy customers (or pensions and investments started before 2004)
If you can't remember your password, go to the log in page and select 'Forgotten password?'. All you need to do is enter your email address and we'll send you an email to reset your password.
If you need any further support you can contact us. Alternatively you can speak to a member of our team on 0370 850 2179 (lines open 8am to 6pm Monday to Friday, excluding bank holidays).
General help and support
Need more help with your plan online? Whether you're looking for FAQs or more details on how to register, we can help.
Royal London pensions since 2004 or previously Scottish Life
If you're looking for more general information about this online service, our How to get help page has lots of information on how to get up and running, FAQs, and contact information in case you need to get in touch with our service support team.
For insurance policy customers (or pensions and investments started before 2004)
If you need to get in touch with us or need extra support, you can contact us and our customer service team is here to help. Alternatively you can speak to a member of our team on 0370 850 2179 (lines open 8am to 6pm Monday to Friday, excluding bank holidays).