We've made some improvements to our help and support pages. Find the forms, documents and support you need below.
Our new and improved document library is now divided into four main categories.
If you have a question about a policy or product, or want to get in touch, we're here to help.
Aegon Platform guide to sending forms by email
Find out which forms you can send to us online and where you need to use a paper-based process, listed by product and transaction type.
Adviser homepage
Your home for finding out more about supporting financial advice.
For financial advisers only Please speak to your firm administrator and they can update your email address. Changing your email address will also change your username for Aegon Platform. If you use a Unipass certificate to sign in to Aegon Platform, you need to update your certificate with Unipass. If you don't do this, your certificate will no longer be valid.
For financial advisers only For security reasons, the activation code we send you expires after 24 hours. Please contact your firm administrator to request a new code. If your firm administrator can’t help you, please contact us using webchat.
For financial advisers only Please contact your firm administrator to reset your verification method. This will delete any registered number and/or authentication app. You’ll then be able to register a new number and/or smart device when you next sign in. For added security following the reset, you’ll have 24 hours to do this before your account is locked. If your firm administrator can’t help you, please contact us using webchat.
For financial advisers only We require a mobile number and/or smart device to help verify you when signing in. However, in this situation please contact your firm administrator to report device unavailable. This will delete any registered number and/or authentication app. You’ll then be able to register a landline number when you next sign in. For added security you’ll have 24 hours to do this before your account is locked and you can only use the landline option for 7 days. As soon as your new device arrives please register it for verification. If your firm administrator can’t help you, please contact us using webchat.
For financial advisers only If you'd like to change previously selected options, please complete our Investment strategy instruction.
For financial advisers only This is usually due to the fund being deemed not suitable to be sold to either advised and/or non-advised customers, according to MIFID II fund data that has been supplied by the fund manager. Alternatively, it could be because the fund has been suspended. For information about a specific fund, please contact us.
For financial advisers only Any changes you make to your client’s regular contribution may mean that the automatic rebalancing strategy previously set up is no longer relevant. For this reason, we switch off auto-rebalancing. You can switch auto-rebalancing back on by completing the Investment strategy instruction.
For financial advisers only You don’t currently have permission to carry out this task. Please contact your firm administrator to change your permissions. If your firm administrator isn't able to help you, you can contact us.
For financial advisers only You can make changes to an existing fund panel by selecting View and manage fund panels from your dashboard page. Please note, only authorised individuals can change branch or network panels.
When you’re processing a trade, you’ll be able to select from the fund panels relevant to you. This makes it quicker and easier for you to find the funds you need.
For example, if you set up a rebalancing instruction on 10 August, automatic rebalance will take place as shown below:
A financial adviser or discretionary fund manager can also rebalance on an ad hoc basis.
For financial advisers only You can set up a panel by selecting Create new fund panel on your dashboard.
For financial advisers only It's not possible to change a model portfolio during a top up, but it is possible to add automatic rebalancing. You can move a client between model portfolios by using the Investor Model Maintenance link on the Adviser Dashboard.
For financial advisers only Sign in to the Aegon Platform to manage model portfolios. You can set up or change a model portfolio from the Model Portfolio Manager on your dashboard, if you are set up with the correct access level. Model portfolios allow you to design a panel of funds based on your client's needs. And, with it all online you can quickly track how the funds are performing and make changes, including rebalancing, easily if you need to. Use this step-by-step guide to create a model portfolio on the Aegon Platform. How do I…create a model portfolio? (pdf)
For financial advisers only The funds that are available for you to select from depends on the advice basis for the transaction. If the advice basis is advised, you’ll be able to see all the funds that we have determined as suitable for an advised customer, according to the MIFID II data supplied by the fund manager, this will include complex funds. If the advice basis is non-advised, we don’t display funds determined as complex, according to the MIFID II data supplied by the fund manager. It may also be that the fund you’re looking for isn’t within the range that we offer for that product. For information about this, please contact us.
For financial advisers only To make sure your clients transfer in/re-registration is as tax efficient as possible, we won’t invest any transfers you make into cash during the transfer process. Your client won’t make any investment losses or gains. For re-registrations, if you’re unable to find the fund you’re looking for it may be because we don’t currently hold this fund and we won’t be able to accept it.
For financial advisers only For GIA and ISA
You can do this during the quote and apply process, by selecting the Re-register from another provider option. You’ll need to complete an application for each plan you want to re-register. For SIPP
You need to complete our Re-registration authority form and send this to us.
For financial advisers only When applying for a pension credit transfer, you need to tell us how much the pension credit is worth and whether or not any part of it is a disqualifying pension credit.
For financial advisers only Discretionary is where you can make investment decisions on your client’s behalf. Advisory is where your client has to agree to investment decisions you may recommend. To comply with regulations, we need to gather this information for each product. Once we have this, we won’t ask you again.
For financial advisers only If you've just activated your Aegon Platform account, it will be the next working day before you can use this.
For financial advisers only Select the Try again option next to the illustration on the documents screen. If the illustration still doesn't generate, please contact us.
For financial advisers only When the pensions freedoms were introduced in April 2015, the government introduced a number of new options for taking money from a pension plan. Using one of these new options (for example, taking drawdown income from a flexi-access drawdown plan, or an uncrystallised funds pension lump sum) is called ‘flexibly accessing pension rights’. If someone does this, from then on they're subject to a lower annual allowance threshold for new money purchase savings into their pension(s). The lower annual allowance also applies to those in flexible drawdown before 6 April 2015. A tax charge applies to any money purchase savings which exceed the money purchase annual allowance (£10,000) in each tax year. If you'd like more information, visit our Pension Technical Zone.
For financial advisers only If a pension credit arose in whole or in part from a pension which came into payment on or after 6 April 2006, the recipient can apply to HM Revenue & Customs for a pension credit enhancement factor. The factor increases their lump sum and death benefit allowance and takes account of the fact that the pension credit will already have been tested against the original member's lifetime allowance or lump sum and death benefit allowance when the benefits were taken. For more information, please visit our Pension Technical Zone.
For financial advisers only Contact ReAssure for all queries relating to your client’s ReAssure Portfolio Plus SIPP and ReAssure Portfolio Plus Pension, including cheques for any additional contributions. ReAssure SIPP
2nd Floor, Fitzalan House
Fitzalan Court
Fitzalan Road
Cardiff
CF24 0EL You can contact ReAssure by phone on +44 (0)345 646 0381 (Monday to Friday 9am - 5pm. Call charges will vary). For product or administration queries email reassuresipp@mercer.com.
For financial advisers only Yes. To do this, you need to register your Unipass certificate with your Aegon account. If you haven’t already activated your Aegon account, you need to do that first using your username and password – not your Unipass certificate details. Once you’re signed in to your dashboard, go to your profile page and select the Register Unipass button and follow the steps to register. When your existing certificate expires, you’ll need to follow these steps again to register your new certificate. Please remember that the email address attached to your Unipass certificate and your Aegon account must be the same.
For financial advisers only Unipass is a service that allows you to create a unique online identity. It allows you to sign in to multiple websites within the financial services industry on any device. With your Unipass account, you can download and store a Unipass Certificate to allow you access to your chosen websites. You’ll also have a Unipass username, password and PIN that you can use on mobile devices to help you conduct business whilst you’re on the move. When your Unipass certificate expires, you’ll have to add details of the new one. Sign into your Aegon account, go to your profile page and select Register Unipass and follow the steps.
For financial advisers only You need to register your Unipass certificate with your Aegon account. Sign in to your dashboard, go to your profile page and select the Register Unipass button and follow the steps to register. Remember, when your existing certificate expires, you’ll need to follow these steps again to register your new certificate. After you’ve registered, you’ll be able to use the Sign in with Unipass link. If you haven’t already activated your Aegon account, you need to do that first using your username and password – not your Unipass certificate details.
Not for customers Our guide to Bulk Data gives the details of how you can find a Unipass serial number.