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Frequently asked questions

We've collated the most common questions we're asked about our online service to help solve any problems or queries you might have.

Please select a question from the list below to view the answer:

I get "policy not valid" error when trying to register

Your plan may not have online access – our Crest pension plans and buyout bonds unfortunately do not have access at present. Alternatively you may be entering your plan number incorrectly, please contact our Web Support Team who will be able to assist.

I get the message "It has not been possible to register your details at this time" when trying to register

You may have registered previously so it will not allow you to register again. Please contact our Web Support Team for a reminder of your username.

My non UK post code is not accepted when I try to register

Unfortunately non UK post codes are not accepted, please contact our Web Support Team who will create an account for you.

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I've forgotten my username

Please contact our Web Support Team who will get you back online.

I've forgotten my password

You will be given 3 attempts to login. After that if you have previously setup your memorable questions you will be presented with the option to reset your password online otherwise you will be asked to contact our Web Support Team who will get you back online.

What browsers do you support?

We currently support Internet Explorer, Firefox, Chrome & Safari

What training and support is available?

Please contact our Web Support Team if you need any training or support and we will be happy to help.

I'm having problems downloading documents

Please check that all pop-up blocker software is set to allow pop-ups from our website.

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What contracts are covered?

  • Talisman pensions
  • Retirement solutions pensions
  • Pension portfolio
  • Individual pensions
  • Profitbuilder plans
  • Budget plans

Who do I contact with a query on my plan?

For personal pensions and endowment policies call 0845 60 50 050 or e-mail To protect your data, we unfortunately can’t accept email requests to change your address or contact details.

For all other policies please enter your policy number on the contact us page and the appropriate details will be provided.

Can I change my address online?

At present only Retirement Solutions pensions taken out through your employer have the functionality to change address online. If you have one of these plans then please select the change details link on the left hand navigation bar.

For all other plans, please contact your servicing team who can be found on the contact us page by entering your plan number. Please note, to protect your data, we cannot accept change of address requests via email.

What security do you use to keep data secure?

Usernames and passwords
The data stored within our online service is private to each user and may only be accessed on successful entry of a username and password. As long as these details are kept confidential, nobody else will be able to access your account.

When you connect to and sign in to our online service you will be using 128-bit Secure Sockets Layer (SSL) encryption. SSL is the technology that lies behind the yellow padlock that is displayed in the bottom right corner of Internet browsers. The use of SSL encryption means that no one can intercept and see the information being transferred between our customers and our online service.

Digital certificates
We use Verisign Class 3 digital certificates on our online service. This means that our electronic identity and authority have been independently verified. When you connect to one of our secure sites your web browser uses the Verisign digital certificate to set up the SSL encrypted communications with our site. You can view our Verisign certificate information by double clicking the yellow padlock in the bottom right corner of your browser.

We use firewalls to restrict access to the servers that host our websites. We also make use of Intrusion Detection and Intrusion Prevention Systems (IDS and IPS respectively) – these systems constantly monitor our systems for malicious or unwanted activity and can react to block or prevent those activities.

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Last update February 2013

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