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Contact Canada Life Pensions and Canada Life OneView are your members’ secure portals
Your Members’ Experience
Members are at the heart of everything we do
We share your commitment to putting members first
Every decision you make is about your members, and we share that commitment. Our goal is to provide a great experience that keeps members supported, informed, and confident throughout their journey.
We offer flexibility and choice, and members can manage their benefits through secure online portals or by getting in touch. Clear, timely communications and easy-to-use self-service tools ensure they have the information they need to make informed decisions with confidence.
Delivering a first-class member experience
0
Administration SLAs met1
91
Customer satisfaction rate1
0
Of queries resolved first time 1
Member-focused service level agreements
Set service level agreements (SLAs) are monitored and a monthly stewardship report is produced to ensure we're delivering good customer outcomes. Our year-to-date figures meet our administration service level target of 95%.1
We act on feedback
Member feedback helps us to resolve any individual issues identified and adjust our operating model. Experience and satisfaction surveys are conducted at scheme level, and in 2025, member satisfaction was at 91%.1
First time resolution
Our team aims to answer around 80% of queries in the first instance. However, if the queries are slightly more complex, the tasks will be forwarded to the relevant team for resolution. We monitor performance using a combination of SLAs and a balanced scorecard approach
Your members’ journey
We make sure that your members have the information they need to make informed decisions.
Welcome pack
After your scheme goes to buy-out, we’ll send a welcome pack to members introducing Canada Life.
Annual statements
Your members will then receive communications at annual touch points, including annual statements, pension increase payslips and P60s.
Managing their policy
Canada Life OneView is your members’ secure portal for managing their pension anytime, anywhere. It gives members 24/7 access to real-time information, so everything they need is in one place.
Ongoing support
By email
Members can contact our dedicated and ringfenced team via email
By phone
Or they can speak to our team directly over the phone, using the Relay app if needed
By post
Our team is fully equipped to process in- and outbound correspondence quickly.
As part of our online offering, members have access to Contact Canada Life Pensions, our secure, online messaging portal. Here they can ask us anything about their pensions or about the transfer journey looks like, and explore resources like educational videos.
Our dedicated member site has links to portals, FAQs, a jargon buster, useful articles, and ways to get in touch.
Wake-up packs
12 months before retirement, we’ll send members their wake-up pack, reminding them of their options and next steps.
Retirement quote
Members can use Canada Life One View, Contact Canada Life Pensions or get in touch with us via phone, email or post to request a retirement quote or a non-guaranteed transfer quote. Deferred members can also use our interactive modeller to explore their options.
Retirement
When members retire, we’ll provide a regular monthly income, continue to offer ongoing support, and send communications at annual touch points.
Better customer outcomes
In line with the FCA’s Consumer Duty, we’re focused on achieving good outcomes for customers. This means that our communications will provide your members with the information they need, at the right time, in a way that can be easily understood.
This enables your members to:
- Assess the options available to them
- Identify the risks and benefits
- Identify which options meet their needs
We’ve focused on making the process easier for your members, removing the need to fill out lengthy forms or provide evidence, wherever possible. We’ve also launched two new member portals: Contact Canada Life Pensions and Canada Life OneView.
Contact Canada Life Pensions
Contact Canada Life Pensions is our secure online messaging portal where members can ask questions about the transfer and their pension. It’s easy to use and no registration is required; your members will only need the policyholder's full name, date of birth and, if possible, National Insurance.
Learn more about Contact Canada Life Pensions
Canada Life OneView
Canada Life OneView is our secure portal for customers who’ve received a registration code from us. Members can view real-time information and manage their pension anytime, anywhere. Here, they’re able to:
- Plan for retirement using our interactive modeller to explore options
- Request a retirement quote or a non-guaranteed transfer quote
- Update personal details, including changes in name, address, and nominated beneficiaries
- Access policy documents, payslips, and P60s
Learn more about Canada Life OneView (for pensioners) and Canada Life OneView (for deferred members).
Supporting customers with vulnerabilities
We’re here to support our customers to build financially secure futures. As such, our communication methods and materials have been adapted so we can:
- Be more proactive, enabling customers to tell us about any vulnerabilities or additional needs
- Take time to listen and spot signs of vulnerability, referring customers to additional support services when necessary
- Provide flexible options for vulnerable customers
We securely record and clearly flag any customers with vulnerabilities on a ‘Vulnerable Customer Details’ panel. This allows us to note how customers should be contacted and whether to use alternative formats such as Braille, large font, audio, etc. We plan to make further improvements as new suitable technology and support services are identified.
Meet our Bulk Annuities experts
We’ve invested heavily in expanding our team, bringing in talent and enhancing our offering.
We aim to offer best-in-class service at each stage of the process.
This starts right from initial conversations, through to the full transfer of your scheme, and then to your members’ retirements.
We build lasting relationships and will partner with you to ensure that your members are fully supported.
Stewardship and sustainability
As our world and customers’ expectations change, we’re adapting to meet their needs in the future.
This means that sustainability and stewardship considerations form part of our holistic investment decision-making process.
We believe the best way to serve our customers’ and clients’ financial security needs is by making disciplined choices to deliver resilient, long-term risk-adjusted returns.
We’re proud that Canada Life Limited has been awarded UK Stewardship Code signatory status.
Footnote
- Overall Aptia service levels as at 12/12/2025