Frequently Asked Questions

What information is available on MyAccount?

MyAccount will let you view the fund value and the summary details of policies/your client’s policies. Valuation statements will be viewable using Adobe Acrobat and can be printed or saved to your computer.

How do I register for MyAccount?

MyAccount is available only to registered users. If you would like to register for MyAccount, please contact us.

What is the Account Activation process?

Once you have successfully registered for MyAccount, we will email you an encrypted letter with a username, temporary password and PIN Number (Personal Identification Number) to the email address you provided on your registration form. We will also email you a  password to open this letter. This letter will contain instructions on activating your account and using the website.

You can access MyAccount via the ‘MyAccount’ link at the top of our UK Adviser page or UK Investor page.

On the MyAccount login screen you will see a ‘Register Account’ link. Click on this link the first time you use ‘MyAccount’ then enter your username, temporary password, PIN Code and accept the site’s Terms and Conditions. Remember that all your details are case sensitive, so enter them carefully. Once your details have been validated, you will be brought into the ‘Account Activation’ screen where you will be asked to set your new password and answer five security questions. You will only have to go through the above process once. For all subsequent logins to the site you can enter your username, new password and the answer to your security question on the MyAccount screen.

Will I have to supply personal information to use My Account?

At account activation you will be required to fill out the answer to five security questions. Each time you log into MyAccount you will be asked to provide the answer to one of these questions, as well as entering your username and password.

What is the fund price used?

All monetary values shown on MyAccount will be up to date as per at close of business at 6pm on the last available working day. For most of the week, that will be the previous day (i.e. if you log in on a Wednesday morning you will see Tuesday’s close of business figures). On a Monday however, fund values will be from the previous Friday. Users should take into account that following a bank holiday Monday, if they log in on the Tuesday the fund values they will be looking at will be 3 three days old. Consequently, it may not be updated for very recent transactions or corporate actions. If you hold funds that are valued less frequently than daily, the price shown will be the last reported price available to us.

What is MyAccount’s availability?

We endeavour to make MyAccount available for approximately 22 hours a day, seven days per a week. There will be a period of between one and two hours each working day where MyAccount will be offline to allow your policy details to be updated. MyAccount will be unavailable to users from 9pm to 11pm at the latest. If you log in to the MyAccount following this period, then you will see that day’s updates. Users trying to log in while MyAccount is being updated will see a message asking them to try again later.

How do I perform a search?

If you have more than one policy you can perform a search underneath each heading on the ‘Summary’ screen.

You can sort all results which appear in this screen by clicking on the table headings. This will sort all results in an ascending or descending manner (i.e. by current value etc).

How can I view and select records in the 'Summary' screen?

The ‘Summary’ screen will be your default view when you enter MyAccount. All search results will also appear in the ‘Summary’ screen. To select a record click on the appropriate Policy number and this will then bring you into the Valuation Statement page.

How do I generate a Transaction Statement?

You can generate a Transaction Statement on the ‘Summary’ screen by clicking on the appropriate Policy number. This will then bring you into the ‘Valuation Statement’ page for you to select the transaction dates you want to generate the statement for. The valuation statement will be generated in PDF format. The document can then be printed or saved.

What are MyAccount’s Terms and Conditions?

Each user should familiarise themselves with these as they will have read and accepted these Terms and Conditions each time they log into the website.

By accepting our Terms and Conditions you have agreed that:

  • All information on the website must be kept private and confidential.
  • You understand that our policy owners’ privacy is our primary concern.
  • Your login details should never be shared with or used by anyone else.

All Agencies have an obligation to inform us when a user leaves.

What is MyAccount Privacy Statement?

MyAccount Privacy Statement (together with our Terms & Conditions) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the Privacy Statement carefully to understand our views and practices regarding your personal data and how we will treat it.

How can I best communicate with you?

Our dedicated support team are just a call or email away, call +44 (0) 1624 820 200 or alternatively you can email your query to focus@canadalifeint.com.

Lines open Monday to Friday. Call charges will vary. We may record and monitor calls. You can also fax us on +44 (0) 1624 820 201.

What do I do if I forget my password?

To reset your password, you will need to click on the ‘Forgotten your password?’ link on MyAccount login page. You will then be asked to enter your username. You will receive an email from us containing your temporary password. Once you receive this temporary password, you will need to login as usual using your temporary password and then complete the details on the ‘change password’ screen. Then login again as usual using your new password.

What do I do if I forget my username?

To retrieve your username, you will need to select ‘Forgotten your Username?’ You will then be asked to enter your email address the account is registered under. Once you receive your email confirming the correct Username, you will then be able to log into MyAccount as normal.

What do I do if I forget my Security answers?

To reset your security answers you will need to contact us to reset your account.

Can I change my password from the one you have provided me with?

As part of your Welcome Pack we will supply you with a temporary password. You will be obliged asked to change this password to one of your own choosing at account registration stage. Please note passwords will expire after 30 days when you will need to change it by completing the ‘change password’ screen. You will also be obliged asked to change your password if at any stage you need to unlock your account because you have forgotten your password or locked yourself out (by entering your login details incorrectly 3 times). Furthermore, you can change your password at any other stage using the ‘Change Password’ screen. All new passwords must meet our security standards, the system will prompt you to ensure the password you are trying to set meets these. Please note the password must be a minimum of eight characters long with one upper case and one number.

Does my access to the site expire?

As an additional data security measure if you have not accessed the site within any 3  month period your password will require changing.

Who do I contact if none of the above questions has answered my query?

You should contact  us and if your query is of a technical nature, we may have to take your details and revert to you, but all other queries can generally be answered instantly. We aim to answer all email queries inside 24 hours.

 

Canada Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Canada Life International Limited and CLI Institutional Limited are Isle of Man registered companies authorised and regulated by the Isle of Man Financial Services Authority.

Canada Life International Assurance (Ireland) DAC is authorised and regulated by the Central Bank of Ireland.