Support and service

For intermediaries only

In response to the Coronavirus pandemic we’ve made a number of changes to make it easier to do business with us online. All our colleagues are now providing support from home and are carrying out requests from you and your clients. While phone lines remain open, we're operating reduced hours. We're anticipating a high call volume in light of the current situation, but we'll do all we can to answer your query as quickly and efficiently as possible.

You can find our service performance shown using a RAG status from 70% (red) through to 100% (green) for key processes. These include online performance, money in and out and emails. We've also included an update on our call performance. We'll update our performance monthly.

1. Online and email enquiries

Aegon Retirement Choices and One Retirement

Our platform availability is currently performing to expectations with no outages reported.

Email enquiries

Status of emails answered to service level.

2. Priority trading

Money in

Status of requests processed within service level.

Money out

Status of requests processed within service level.

3. Contact centre

  • While phone lines remain open, we're operating reduced hours from 9.00am to 4.00pm, Monday to Friday.
  • The table below shows the average wait time for calls to be answered for the month of July 2020 and how this compares to June 2020.
Average call wait time
July 2020 June 2020
3 minutes 2 seconds 2 minutes 27 seconds

1. Online and email enquiries

Aegon Platform

Our platform availability is currently performing to expectations with no outages reported.

Email enquiries

Status of emails answered to service level.

2. Priority trading

Money in

Status of requests processed within service level.

Money out

Status of requests processed within service level.

3. Contact centre

  • While phone lines remain open, we're operating reduced hours from 9.00am to 4.00pm, Monday to Friday.
  • The table below shows the average wait time for calls to be answered for the month of July 2020 and how this compares to June 2020.
Average call wait time
July 2020 June 2020
1 minute 29 seconds 1 minute 9 seconds

1. Online and email enquiries

Aegon Workplace ARC

Our platform availability is currently performing to expectations with no outages reported.

Email enquiries

Status of emails answered to service level.

2. Priority trading

Money in

Status of requests processed within service level.

Money out

Status of requests processed within service level. 

3. Contact centre

  • While phone lines remain open, we're operating reduced hours from 9.00am to 4.00pm, Monday to Friday.
  • The table below shows the average wait time for calls to be answered for the month of July 2020 and how this compares to June 2020.
Average call wait time
July 2020 June 2020
2 minutes 29 seconds 0 minutes 46 seconds

1. Online and email enquiries

Aegon Target Plan

Our platform availability is currently performing to expectations with no outages reported.

Email enquiries

Status of emails answered to service level.

2. Priority trading

Money in

Status of requests processed within service level.

Money out

Status of requests processed within service level.

3. Contact centre

  • While phone lines remain open, we're operating reduced hours from 9.00am to 4.00pm, Monday to Friday.
  • The table below shows the average wait time for calls to be answered for the month of July 2020 and how this compares to June 2020.
Average call wait time
July 2020 June 2020
1 minute 3 seconds 2 minutes 31 seconds

1. Service levels

Aegon and Scottish Equitable pensions and bonds

Overall our service levels are performing well.

Online services

Service level of our online enquiries.

2. Priority trading

Money in

Status of requests processed within service level.

Money out

Status of requests processed within service level.

3. Contact centre

  • While phone lines remain open, we're operating reduced hours from 9.00am to 4.00pm, Monday to Friday.
  • The table below shows the average wait time for calls to be answered for the month of July 2020 and how this compares to June 2020.
Average call wait time
July 2020 June 2020
0 minutes 23 seconds 0 minutes 22 seconds

*All data as at 3 August 2020. Our service dials provide an overall view of service levels but not every type of transaction is included.

Additional information

  • If you're using the postal service, there may be some delays. Please check the Royal Mail website for the latest information. 
  • Any service outage impacting the platforms will be displayed on the home page as usual.