Dealing with errors

Error No. Returned

Error Message Returned

Explanation

1001

Intermediary details are incorrect

Our security checks suggest you are not allowed to view the policy number in question for one of a number of reasons:

1. the policy number is incorrect – Please check that the policy number is for the correct client
2. our records show the policy should not be accessed by your online service account - Please contact our Web Support helpdesk for further investigation.

1004

Message failed security check

The Message failed security checks relating to the the unipass certificate or ID and Password you sent to us. This will likely be for one of five reasons:

1. You are not registered with our Online Service – Please register with our Online Service at www.scottishlife.co.uk/adviser
2. You have not linked your unipass certificate to your Online Service User Account in True Potential or Intelligent Office. – Please attach the certificate via our website at www.scottishlife.co.uk
3. You are using an out of date Password in Avelo. Please update to the most up to date Scottish Life password.
4. You are registered but have not accepted our updated Terms and Conditions. - Please login to our Online Service where you will be presented with the new Terms and Conditions.
5. There is an issue with your Online Service Account or Unipass certificate. - Please contact our Web Support Helpdesk.

1005

Contract not found

The policy number is not recognised. It is likely the wrong number is keyed into the Intelligent Office system. - Please check that you have keyed the correct policynumber into the back office system.

1009

Contract reference must be supplied

Please contact our Web Support Helpdesk.

1011

Enquiries on this Product Type/Sub Type not supported by the provider

Unfortunately we do not support every Scottish Life legacy policy for valuations. Please see the section

1014

Fund Code Type not supported by provider

The user can ask us to provide one of a number of Fund Codes. We support ‘ISIN’, ‘SEDOL’ and ‘MEX’ only.

1016

Valuation Type not supported

Please contact our Web Support Helpdesk.

1022

Selected Retirement Dates/Ages unsupported. Planned Date/Age used instead

Please contact our Web Support Helpdesk.

1026

Contract undergoing alteration. No data can be returned at this time

We are undertaking some work on this policy and has such are not able to confirm the accuracy of the valuations we provide. You should be able to receive a policy valuation in a few days. – Please contact us directly if the policy valuation required is urgent,

1027

Provider system problem. Details cannot be returned. Please try later

We are experiencing some short term technical issues that do not allow us to issue a policy valuation. We always aim to resolve this as quickly as possible. ¬

1029

This policy has been surrendered

The policy has been surrendered. For this reason we are no longer able to provide a fund valuation. You may wish to update your records.

1030

This policy has lapsed

The policy has lapsed. For this reason we are no longer able to provide a fund valuation. You may wish to update your records.

1031

This policy has matured

The policy has reached maturity date. For this reason we are no longer able to provide a fund valuation. You may wish to update your records.

1032

This policy has transferred

The policy has been transferred out. For this reason we are no longer able to provide a fund valuation. You may wish to update your records.

1055

The policyholder has died

We do not provide valuations for policies where we have been told the policyholder has died.