HERO Save And Invest 1440X5202

Covid 19 service and support

Here’s the latest on our investment solutions.

We’re keeping this page up-to-date with any new developments. If you can’t find what you’re looking for, please get in touch using the contact details below.

Due to coronavirus and the move to remote working for most of us, we know that it can be challenging for customers and advisers to get original documents signed and sent to us. To make things easier we have simplified our approach, whilst maintaining security for customers. This will remain in place until further notice, and will be reviewed when the restrictions are lifted. 

We have detailed some changes below that apply to:

  • International bonds (Isle of Man and Ireland)
  • Onshore (UK) bonds
  • Annuities
  • CanProtect Whole of Life Plan and Flexible Life Plan

Applications and other forms

These instructions apply to applications and most other types of form, for example, redemption requests or dealing instructions, but do NOT apply to Trust Deeds (see separate section below).

International bonds (Isle of Man and Ireland)

We will accept, in this order of preference:

  1. Scanned forms (or photos of forms) with a signature on them sent from a verified email address, or signed forms by post. However our preference at this time is emailed scanned forms because postal services are very stretched and can slow down the process.
  2. Secure electronic signatures via DocuSign or Scrive. 

Onshore (UK) bonds, Annuities, CanProtect Whole of Life Plan, Flexible Life Plan

We will accept, in this order of preference:

  1. Scanned forms (or photos of forms) with a signature on them sent from a verified email address, or signed forms by post. However our preference at this time is emailed scanned forms because postal services are very stretched and can slow down the process.
  2. Secure electronic forms via DocuSign or similar, but only if they include a scan of the customer’s genuine signature - not a ‘dummy’ signature created within the software.

If neither of the above options is possible, we will accept forms with a typed name on them sent from a verified email address, but these must be accompanied by the wording: “This email is evidence of my intention to be bound by the terms contained in the document attached to this email.” In these cases only, for additional security we will send a copy of the application form to the customer to be signed and returned, but we are pleased to say this will not delay the processing of the application. Until the signed form is received no updates or withdrawals will be permitted other than payment of tax free cash and income for annuities.

Independent witnessing of Trusts - Flexibility agreed for New Business Only

Due to the outbreak of Covid-19 it has become increasingly challenging for some of our customers to obtain a signature from an independent witness on certain documents.

Whilst a trust deed requires a witness that is physically present to attest a signature, there is no statutory requirement for the witness to be independent. However, Canada Life processes require the independent witnessing of trusts as it helps to safeguard fraud, particularly coercion in respect of vulnerable customers.

We have been working with our colleagues in Legal, Risk and Compliance to assess the risk of temporarily relaxing these requirements given the Covid-19 lockdown and social distancing measures implemented by the government.

With immediate effect, to make it easier for clients and advisers we will accept trust deeds with new business applications only which contain trustees’ signatures that have been witnessed, such as, by a person they are self-isolating with, irrespective of whether that person is also a trustee or beneficiary under the trust. Please note that a witness should still be over the age of 18.

These temporary changes will be reviewed when the restrictions are lifted.

Note: we continue to require the independent witnessing of trusts for existing customers as per existing processes given the increased risk of fraud.

Do you have any editable forms available?

We have a number of forms in an editable format on our website to make it easier for you to deal remotely with clients and avoid excessive printing. These forms are for applications and general servicing across our range of products.
The full list of editable forms is available.

Should I still send items by post?

We’re still dealing with post and sending out paperwork at the moment, but we recommend using the methods detailed above in case postal services are affected. This will allow us to process your requests more quickly. We’ll continue to monitor this situation and we have contingency plans in place if our buildings are closed.

Will cases I’ve recently submitted be affected?

No - it’s business as usual at the moment. We’ll process initial investments, as well as fund switches in existing products, to normal service standards.

Will client payments or my fees be affected?

No, this remains our highest priority and we don’t foresee any issues with this. We will continue to make all client payments and adviser fee payments.

Are there any other issues I need to know?

Due to market conditions certain investment funds across the industry have been suspended or closed to new inflows. If your clients hold these funds as part of our products, you’ll be notified of relevant suspensions and the implications for clients through the normal process. Due to exceptional volatility in fund prices, our technology partners may occasionally take slightly longer to update prices in our online research tools. We apologise for any inconvenience caused.

What is the best way to contact you?

Please contact us by e-mail where possible.

Relevant contact details for all services can be found here.

You can still contact us by phone, but you may find longer waiting times than usual.

What online systems are available to help?

You can access our online adviser portals for certain products, including Adviser Connect. To access these, click ‘Login/Register’ in top right hand corner of our website. More information on what you can do using our online systems is available here.