We’re focused on expanding and growing our platform to deliver on our ambition to become the market-leading digital platform provider.  Based on your feedback, we regularly make improvements to our platforms’ products, service and digital experience. Take a look at our latest updates below,.

You can find more detail and view all our recent improvements in the Improving your digital experience and Making it easier to do business dropdowns below.

What's new?

Keep up to speed with our most recent changes below.

 

The new Aegon Retirement Choices and One Retirement experience

Our new intuitive online experience, includes one login for ARC, One Retirement and Report Zone, multi-product quote and apply and a new ‘What you need to know’ screen showing what to expect at the start of a request.  You can find out more in our Improving your ARC and One Retirement experience guide.

Based on your feedback, we've recently introduced:

  • Email address changes - If you have an adviser and/or non-adviser role with user administration permission you can update another user’s email address. You won't be able to make this change if the user also has an Aegon Platform account.
  • Quicker access to restricted share classes - instead of using Model Portfolio Manager, you can access restricted share classes from the Investment search screen when you're completing the transaction.
  • Client ID - to make it easier to search for your clients, we've added Client IDs to the Client summary screen. You'll  find your client's Client ID directly above the Client summary page header. We've also added the Client ID the Customer dashboard.

Introducing ISA flexibility

We've introduced ISA flexibility on ARC and the Aegon Platform – so your clients can make the most of their annual ISA allowance. Your clients can now withdraw and replace funds in the same tax year without affecting their annual allowance – giving them more control over their savings.

A key milestone in our digital transformation - our new website

Last year we reached a key milestone in our digital transformation, with the launch of our new website. It's packed with new features, uses simple navigation and is completely designed around the needs of you and your clients:

  • One website
  • New support section
  • Fully accessible
  • Dedicated business support section
  • Our new CPD hub is packed full of our experts' insights on the latest industry changes and investment markets. Our on-demand material is designed to help with client conversations and continue to grow your business.

 

 

We regularly ask customers to let us know how likely they are to recommend us to a friend or colleague, through our Net Promoter Score (NPS) survey. This industry-wide method of measuring customer satisfaction helps us understand areas we need to focus on.

We're pleased to say that the improvements detailed below are making a real difference, resulting in our NPS score increasing by over 9% in a six-month period (April 2024 compared to November 2023). 

Improving expectation setting

We’re continuing to invest in increased automation of our end-to-end processes to streamline your experience and make it easier to do business with us:

  • Introducing withdrawal and transfer out confirmations - To make sure you and your clients know exactly what to expect from us, we've introduced emails to keep you up to date with the progress of key money out requests, like withdrawals and transfers.*                                                                                                                                                                                                                                                          If we have an email address on record, our new automated emails will let you and your Aegon Retirement Choices, Aegon Platform and One Retirement clients know we've received the request, what the next steps are and expected timescales. When the withdrawal or transfer is complete, we’ll send you both a confirmation email.                                                                                                                                                                                                                                                                                                *Email confirmations are currently unavailable for the following transactions: 
    • Aegon Platform - starting or changing a regular withdrawal and setting up an ad-hoc withdrawal.
    • Aegon Retirement Choices and One Retirement - adding a benefit crystallisation event.
  • Call queue updates - so you and your clients know exactly what to expect when you call us, we've added call queue updates.
  • Pension income updates - so your clients know what to expect when they request income from their pension, we've added payment timescales to emails.

Closing products with zero balance

You told us you'd like us to fully close platform products with a zero balance, so your clients don’t receive unnecessary documents. We listened, and as a result now close your client's product if their balance has been zero, with no activity on the account for 12 months or more.

Support at the moments that matter

  • Our customer-facing teams have received refresher empathy training focused on how to interact with customers at each stage of grief.  
  • We’ve also enhanced our Bereavement, Power of Attorney and Divorce and pension sharing pages to make it easier for your clients to find what they need to know and which documents we need to see.

 

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