Online servicing FAQs

For instant registration, you can call us on 0845 606 0098 Monday to Friday between 09:00 and 17:00.

Calls may be monitored and/or recorded to protect both you and us and help with our training. call charges will vary.

To register online, fill out our registration form. We will then give you a User ID and password.

The User ID can either be displayed on screen or issued by email - you can choose the option you prefer on the registration form.

The temporary password is sent by post and should arrive within three - five working days.

To log in click on the ‘Customer login’ button that you can find in the top right-hand corner of every page of www.standardlife.co.uk or go directly to www.standardlife.co.uk/online. Enter your user ID and click on the ‘Log in’ button.

If you are logging in for the first time, you will be asked for your temporary password and prompted to change this to a password of your choice. Passwords should be between 8 and 10 characters and contain at least one number. When you have changed your password you will be asked to set up security questions.

If you have previously logged in to online services, once you have entered your user ID you will be asked to enter three characters from your chosen password.

Remember to keep your password information secure.

You will be automatically asked to change this the first time you log in.
Your password should be between 8 and 10 characters and must contain both letters and numbers.

Please remember to keep your password information secure.

You need to set up these questions to prove your identity if you ever need to reset your password online.

These questions and answers will only be used to verify your identity when resetting your password online. You will never be asked for this information over the phone.

You will be shown a list of 12 general questions. You should select four questions from this list and provide an answer for each. The answers you provide must only contain letters and numbers. Be careful when entering your answers as those fields are case sensitive.

NOTE: Try and choose answers that are easy for you to remember but difficult for anyone else to find out or guess.

If you’ve forgotten your user ID then you can use the “Forgotten user ID” button on the customer login page. You will need to know your policy number and online servicing password to use this reminder service.

If you don’t have this information, just contact the appropriate customer centre and they will be
happy to help.

1. If you have already set up your security questions, you can reset your own password online.
First, log in on the customer login page with your user ID and select ‘Have you forgotten your password?’ link.

You will be asked to confirm your policy number and answer three of your security questions.
Remember that those fields are case sensitive.

The first four characters of a temporary password will then appear on the screen. The remaining
four characters will be sent to your registered email address.

You should then re-enter your user ID on the customer login page, followed by the full temporary password. When logged in you will be prompted to change this to a password of your choice.

2. If you have not yet set up your security questions, log in with your user ID, and select ‘Have you forgotten your password?’ link. You will then be re-directed to an online form. Complete the form and we will issue you a new temporary password to your home address. You will be able to set up your security questions when you log in with this new password.

3. Alternatively, between 09:00 and 17:00, Monday to Friday, you can contact us on 0845 606 0098 and we will send a temporary password to your mobile phone or by post. Please have your policy number ready when you call.

Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.

Our online services open in a new window. If this window does not appear, you may need to
check any pop-up blocking software you have installed and add our website address to your list
of allowed sites.

If your pop-up blocking software is part of a firewall you have installed, please check with the
software vendor on how to do this - most will have instructions on their company website. If it is
your internet browser that is blocking the new window, you can find information on how to allow
pop-ups here:

• Internet Explorer
• Mozilla Firefox
• Google Chrome
• Opera
• Safari

If the window is appearing but you can’t see the information you were expecting, call us on 0845
606 0098.

Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.

You may be able to change your details online, please log on to online services, select your policy and select the "Change My" option. For any other changes to your policy please contact the relevant Customer Centre

Please inform us of any changes by contacting the relevant Customer Centre.

Only active accounts appear on the Account List. If you have an account which you think should be displayed, but isn't, contact the relevant Customer Centre.

You may be able to change your details online. Once you have logged into your secured online servicing area using your user ID and password please select your policy and the "Change my"option.

If the change you are looking for is not listed you can tell us using the ‘general enquiry’ option.
Alternatively please contact the appropriate customer centre and they will be happy to help.

It is important for us to be aware of any change in your personal or policy details as we may need to contact you regarding your pensions or investments.

If you have any difficulty using the site, call us on 0845 606 0098. We will be happy to assist you.

Calls may be monitored and/or recorded to protect both you and us and help with our training.
Call charges will vary.

Once you have logged into your secure online servicing area with your user ID and password, click on the ‘My preferences’ tab and choose the ‘Change email’ option.

It is important you make sure we always have your up to date email address as it is linked to your online servicing account. In case of password loss we would email the new one to this address.

Log into online services with your user ID and password. Click on the ‘My document centre’ tab
and you will be able to view documents. You have the option of saving these to your own PC.

The email address you provide will only be used by us to:

1. process your application for registration;
2. verify your identity; 
3. set up security procedures; 
4. enable you to access and use the site(s) and the services. 
5. contact you from time to time with relevant product and service updates, with your permission.

We have a responsible marketing policy and do not give your details, or details of related individuals, to any other company outside Standard Life group. You may be contacted by other companies within Standard Life group with details of other products or services. If you do not wish to be marketed in this way you can write to the Data Protection Co-ordinator at Standard Life House, 30 Lothian Road, Edinburgh, EH1 2DH or at the contact address of the Standard Life group company concerned (quoting your full name, date of birth and policy or account number if known).

Be aware that we will never contact you by email in order to ask you for your login, your password or any personal details.

If you have any difficulty using the site, call us on 0845 606 0098. We will be happy to assist you.

Calls may be monitored and/or recorded to protect both you and us and help with our training. Call charges will vary.

We are dedicated to providing you with a secure online service. When you go to the online
servicing page, you’ll notice that the internet address in your browser’s address bar changes from
http to https. This means that all communications within that site are encrypted.

You will be shown a list of 12 general questions. You should select four questions from this list and provide an answer for each. The answers you provide must only contain letters and numbers. Be careful when entering your answers as those fields are case sensitive.

NOTE: Try and choose answers that are easy for you to remember but difficult for anyone else to find out or guess.

Our online service is protected by the customer login procedure. Your unique internet User ID and 3 random characters from your password must be entered correctly before access is gained to account information. As long as these details are kept confidential to you, no-one else will be able to access your account.

Yes, provided that they have set up their own internet User ID / password and have registered to use the service.

We use 256 bit secure socket layer (SSL) encryption product to securely encode and decode the data flowing between the customer's PC and our web server.

No viruses can be uploaded to our website as we do not accept code and all data is carefully vetted before it is passed into the online servicing main systems.

Standard Life protects your data being transmitted over the internet by making use of the Secure Socket Layer (SSL) protocol, which is a universal standard on the internet. An SSL session provides protection from interception and tampering of your personal data.

When you access our online service from the website, two processes occur:

• An SSL session is negotiated
• Your logon details are transferred, however this will not occur unless an SSL session is negotiated successfully.

The key to this process is to note that although the Standard Life home page is delivered in an unsecure manner, no personal details are transferred until an SSL session is negotiated which will ensure the information you provide Standard Life will remain safe and secure.