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Keep track of your pension

Moving house is an exciting and stressful time. We understand that you might not be able to keep track of everything on your checklist, for example, telling your pension and insurance provider your new address. With the average Brit moving house eight times in their life, it is therefore very easy for providers to lose contact with customers.

The Life and Long-term Savings industry is committed to finding customers they have lost contact with, so that they can keep them informed regarding key events and information on the policies they have.

As an industry, our goal is to re-establish contact with every customer when policy information issued is returned by the Royal Mail as either 'Gone Away' or 'Return to Sender'. While millions are spent every year by providers to reconnect with gone-away customers, it is not an easy task. If you think you are one of the customers of a provider who does not have your address, here are some tips on how you could help providers to find you.

Respond to tracing letters

If the letter is addressed to you

You may have recently received a letter from a company you have a policy with asking you to verify personal and address details. Your response to this letter is important as it will allow the company to re-establish contact with you and make sure that the information, they hold for you is correct and up to date. The letter would provide channels to reconnect with your provider, commonly by letter, email, phone or online portal. Some providers will also enclose an address verification form.

Your provider will ask for your personal information to confirm your identity and to ensure the correct record will be updated. Similarly, you can also check if the letter is genuine by crosschecking contact details received against the list below or our member list.

It’s possible you haven’t heard of the provider who is writing to you. Either your employer might have taken out a policy for you, or the company might have been taken over by another company. That doesn’t mean it’s a scam. Here are some more ways to identify and protect yourself from pension scams.

If the letter is addressed to a former occupant

If the letter you received is addressed to a former occupant of your home, you could make a big difference by returning the letter to the provider. Simply write down ‘This person no longer lives here’ on the front of the envelope and put the letter into any post box. There is no cost and you could have helped someone reconnect with their savings.

See more tips about tracing your life insurance and pension policies on our page here.

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  • Halifax

    For more information about your Halifax policy, contact Halifax on: Tel: 0345 030 6244 Visit: www.scottishwidows.co.uk.

  • Halifax life

    Halifax life is now administered by Scottish Widows.

    To discuss your policy, please contact Scottish Widows on:
    Tel: 0345 030 6244
    Online enquiry form: https://adviser.scottishwidows.co.uk/forms/general-enquiry.html 
    Visit: https://www.scottishwidows.co.uk
    Or write to us at: Scottish Widows Limited, PO Box 24171, 69 Morrison Street, Edinburgh, EH3 1HL

  • Hambro Life

    Hambro Life is now administered by Zurich.
    To discuss your policy, please call Zurich on: 01793 514514

    Hambro Life annuity products is now administered by Rothesay.
    To find out more, please visit: https://www.rothesay.com/contact 

  • Hibernian

    Hibernian is now administered by Aviva.
    To find out more about your policy, please visit: www.aviva.co.uk

  • Hibernian Mutual Assurance Collecting Society

    Hibernian Mutual Assurance Collecting Society is now administered by LV.
    To discuss your policy, please contact LV on:
    Tel: 01202 292333 
    Visit: www.lv.com
    Or write to us at: Liverpool Victoria Friendly Society , County Gates, Bournemouth, BH1 2NF

  • Hill Samuel Life

    Hill Samuel Life is now administered by Phoenix Life.

    To discuss your policy, please contact Phoenix Life on:
    Tel: 0345 600 5405
    Overseas and Mobile Phone Caller: 01202 023102
    Retirement Line: 0345 600 3649
    Text phone: 0345 600 0355 (for all calls for deaf or hearing impaired callers only)

    Visit: https://www.phoenixlife.co.uk/customer-centre

    Or write to us: Phoenix Life, 100 Holdenhurst Road, Bournemouth, Dorset BH8 8AL

  • HSBC Life

    HSBC Life (pensions and annuities) is now administered by ReAssure.

    To discuss your policy, please contact ReAssure on:
    0800 073 1777

    Visit: https://www.reassure.co.uk/help

    Postal address: ReAssure, Windsor House, Telford, TF3 4NB