Member services
Eligibility
Members of the LGPS are able to contribute AVCs and can elect to join at any time. Before enrolling any employees who live outside of the UK, the scheme trustees/ employer should ensure that the scheme rules permit membership to any overseas employee.
Helpline
L&G’s helpline telephone service is available to all members and is available from 8.30am to 7pm, Monday to Friday. Calls are charged at the local rate. L&G is happy to call back any member concerned about call charges.
The team aims to answer 85% of all calls at the first point of contact within an average of less than 120 seconds. Customer satisfaction is measured by a short survey and reported as a Net Promoter Score.
All calls are recorded, and all callers are asked to complete a two-stage data protection verification procedure before any information can be provided.
Many members choose to raise queries online by using our webchat service. This provides an automated response to a range of frequently asked questions with the option of messaging our team by live chat. The range of questions and answers can be tailored to the LGPS AVC.
Transfers
Transfers in
Transfers in from other LGPS AVC arrangements are permitted. On receipt of a transfer in request, L&G will share the information with the LGPS pension team for its consideration and to ensure that the appropriate documentation is completed. If approved by the LGPS pension team, L&G will be provided with the payment and any relevant information to allow the AVCs to be added to the member’s account.
Transfers in from other approved pension schemes are not permitted.
Transfers out
A similar process applies to transfers out of the scheme, where L&G will complete the transfer on instruction from the LGPS administering authority.
Divorce
All documentation required to settle benefits will be arranged between the administering authority and the courts/member.
The value of the member’s AVC plan will be paid to the LGPS administering authority account by L&G on receipt of a valid surrender request (the surrender form must be signed by authorised personnel at the administering authority).
Claims
Retirement (including early retirement, ill health, and serious ill health retirement)
All warm-up communications and option packs will be produced by the LGPS administering authority, therefore L&G will not communicate to members in this respect.
All documentation required to settle benefits will be arranged between the administering authority and the member.
The value of the member’s AVC plan will be paid to the LGPS administering authority account by L&G on receipt of a valid surrender request (the surrender form must be signed by authorised personnel at the administering authority).
L&G can offer annuity and drawdown options to the administering authority on request.
Death
All documentation required to settle benefits will be arranged between the administering authority and the executor.
The value of the member’s AVC plan will be paid to the LGPS administering authority account by Legal & General on receipt of a valid surrender request (the surrender form must be signed by authorised personnel at the administering authority).
Key risks
The value of an investment and any income taken from it is not guaranteed and can go down as well as up, and the investor may get back less than the original amount invested.
Once L&G has received and accepted the transfer value payments they cannot be returned.
The value of the benefits payable on the member’s death may be lower than those that would have been paid under their scheme.
The value of the units which make up a member’s fund can go down as well as up, so the value of their fund is not guaranteed. It is particularly important for a member to remember this if they are close to taking their benefits.
The fund or funds the members are invested in will have specific risks. These risks are described on the fund factsheets which you can view at legalandgeneral.com/investwbop
The law and tax rates may change in the future.