Contact us about your retirement
Manage your retirement income through your online account and app
Frequently asked questions
The most time efficient way of obtaining a quote is via our secure website. You can use our secure website to compare products, produce quotations and apply. You must be a UK resident, with a net fund value of £10k or more, with no valuable benefits attached to your pension policy. The benefit of using our website is that you can quote as many times as you wish, at a time that works for you.
To register a Power of Attorney with us you can complete our online form.
An original or a certified copy of the Power of Attorney document or the online access code if it has been set up digitally with the Office of the Public Guardian must be uploaded into the online form.
If you hold an Overseas Power Of Attorney we will require photo identification for all attorneys registered - this could be a copy of a passport or drivers photo licence.
If your attorney is registering the Power of Attorney with us because you have lost capacity, we may need to see a letter from your GP to confirm this before they are able to act on your behalf. For example, if we were processing a drawdown and we receive a Power of Attorney registration request, the Power of Attorney must be set up on the account before we continue with the drawdown.
To register a Letter of Authority with us you can complete our online form.
Along with your letter of authority, please include:
- A signed statement authorising your representative to act on your behalf
- Proof of identification with signature present: Passport or Drivers license
- Representative’s full name, company, and contact details
- Signature and date
If your policy is held in trust, the letter must be signed by the majority of trustees (50% + 1), or all trustees depending on your scheme’s rules.
Once we receive your annuity application, it goes through several key stages before your policy is set up and your first payment is made. You can track the progress using our MyAccount portal, where all documentation is uploaded.
Application Stages:
1. Application Received: We’ll send a welcome email confirming we’ve received your application. If anything is missing, we’ll let you or your adviser know.
2. Funds Requested: We’ll contact your current pension provider to request the transfer of funds.
3. Funds Received: Once we receive the funds and all required documents, we’ll begin processing your annuity.
4. Final Quote Issued: If needed, we’ll issue a final quote based on the received funds. You or your adviser will need to confirm acceptance.
5. Policy Authorised: After final checks, we’ll authorise your policy and confirm your start date.
6. First Payment: Depending on your chosen payment frequency (monthly or yearly, in advance or arrears), your first payment will be made shortly after authorisation.
L&G are not able to provide further information relating to your tax code, tax bandings or the amount of tax that you pay. The quickest and easiest way to access further information and support relating to tax queries is to contact HMRC.
We use the tax code we get from HMRC to work out how much tax to deduct from your pension.
L&G sends all the information relating to spouse and/or dependents benefits in your policy documentation to you at the outset of your policy.
To register a Power of Attorney with us you can complete our online form.
An original or a certified copy of the Power of Attorney document or the online access code if it has been set up digitally with the Office of the Public Guardian must be uploaded into the online form.
If you hold an Overseas Power Of Attorney we will require photo identification for all attorneys registered - this could be a copy of a passport or drivers photo licence.
If your attorney is registering the Power of Attorney with us because you have lost capacity, we may need to see a letter from your GP to confirm this before they are able to act on your behalf. For example, if we were processing a drawdown and we receive a Power of Attorney registration request, the Power of Attorney must be set up on the account before we continue with the drawdown
You can change your name, marital status and contact information (including your address, phone number and email address) quickly and easily in your L&G online account. Or you can use the Change of address online form here.
You can change your bank details quickly and easily in your L&G online account. Alternatively, you can use the Change of address online form here.
If you have a query about your payment amount, frequency, or pay dates, you can view and manage this information quickly and easily in your L&G online account.
We are sorry to hear of your loss. We know that this can be a difficult time. To let us know that someone has died, please complete our online form and we'll take care of the rest.
Once we've received everything we need, we’ll keep you updated and contact you if we need anything else. The time it takes will depend on:
- The type of retirement product the customer had
- Whether we need more documentation (e.g. death certificate)
- The complexity of the estate or policy
We aim to complete the process within 15 working days. But it might take longer if documents are missing or if probate is required.
Thank you for your patience while we complete this process.
A spouse benefit is typically included in a Joint Life Annuity, also known as a Dependant Income or Survivor Benefit. If this option was selected when the annuity was set up, it means that after the annuitant passes away, a percentage of the income will continue to be paid to a surviving spouse, civil partner, or financially dependent partner.
To check if this benefit is included:
- Review the original policy documents or welcome pack.
- To claim the spouse benefit, the surviving partner will typically need to submit:
- Death certificate of the annuitant
- Proof of identity (passport or driving licence)
- Proof of relationship (e.g. marriage or civil partnership certificate)
- Bank details for payment
- Policy number or reference
- L&G may also request additional documentation depending on the product type and circumstances.
Important notes
- The annuity cannot be changed once it’s set up.
- If the annuitant was under 75 at death, the spouse may receive the income tax-free. If over 75, it may be taxable
- If no spouse benefit was selected, the annuity payments stop upon death unless other death benefits (e.g. guaranteed payment period or value protection) were chosen.
All our lines are open Monday - Friday, 9am - 5pm. Calls may be recorded and monitored.
- New customers: 0800 048 2446
- Existing customers: 0345 766 0813
- Bereavements: 0345 026 3858
- Overseas: +44 (0)1737 375 151