Standard Life response to COVID-19

How we are continuing to support your business and your clients

To ensure that we can continue to serve you and your business we have implemented a number of business continuity strategies. We are confident that the approach we have taken puts us in the best place possible to deliver against our commitments to you and to protect our people during these unprecedented circumstances.

What's changed?

• You can now upload scanned copies of your client’s signature on documentation and scanned copies of original documents, except for Defined Benefit Transfers. Photographs will also be accepted.
• You can complete key processes online that could previously only be done by telephone. This is now the fastest way to raise requests.
• Elevate customer services are currently operating from 9.00am to 5.00pm. There are no changes to Wrap customer services operating hours which are 9.00am to 5.30pm.

The best way to access support at this time

As you would expect our telephone lines are experiencing a significant increase in demand so wait times are higher than normal.

You can access support without waiting in a call queue by contacting us by email and self-servicing on our platforms. We also recommend sending money via bank transfer rather than cheque. You can find our bank details on our FAQ page.

For information relating to Individual and Workplace products, read the latest update from Standard Life Assurance Ltd (part of the Phoenix Group).