What should I do if there’s a connectivity service problem?

For financial advisers only

Service

Problem and solution

Plan valuations (real time and scheduled)

  • Wrong valuation – the service uses the same data as our contact centres and website. If you think the value is wrong please speak to your usual Aegon contact.
  • No valuation provided – check our text message response to find out why the valuation can’t be provided.
  • No access - if you can’t access valuations, including scheduled requests, please speak to your service provider.

Single Sign On

  • No access (first time) – check you or your client have registered by visiting our secure log-in page.
  • No access (regular user) – get in touch with us on 0345 610 0001. For Aegon Retirement Choices (ARC) and One Retirement call 0345 608 1680.
  • Forgotten secure service password - get in touch with us on 0345 610 0001. For ARC and One Retirement call 0345 608 1680.
  • Link to Aegon not shown - please speak to your service provider.

Protection quotations

  • No quote received – please review our response message to find out more.
  • Aegon not showing – please speak to your quote service provider.

Electronic commission

  • Wrong type/value of commission – the service uses the same data as our contact centres and administration teams. If you think the type and/or value of commission is wrong please speak to your usual Aegon contact.
  • File not received – please speak to your service provider.