Continually improving our platform

The new Aegon Retirement Choices and One Retirement experience

The roll out of our new platform experience is well underway. If you've logged into your ARC or One Retirement account in the last 12 months and haven't already been invited to activate your account, look out for an email from us.

The 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

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.

Improving expectation setting

• 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.

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.

Increasing customer satisfaction

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 we've made are making a real difference, resulting in our NPS score increasing by three points over a six-month period (January 2024 compared to August 2023). 

You'll see continual improvements to your service experience, including additional automation across key processes and ongoing recruitment.