AEGON for Individuals

Individual Pensions deals with individual pension plans, small company pension schemes, life policies, bonds, Retirement Control plans and  annuities. This area also includes a department called Openwork Link - dealing with Zurich Insurance advisers. 

We look after plans and policies from when they come into us as new business. We service them through their lifecycle until the policy matures or the planholder retires, when our claims area will pay out benefits.  

Our customers range from policyholders and planholders who are contacting us direct, pension scheme trustees, financial advisers, companies we’re linked to, such as Zurich, our 17 branches and internal customers in our head office.

Individual Pensions is split into New Business, and Servicing and Claims. There are three departments within New Business, including Openwork Link and Annuities, while Servicing and Claims has four departments, including a customer helpdesk. Each team within these departments usually has between 9 and 16 members of staff.

As well as the New Business, and Servicing and Claims areas, we also have a  Contact Centre, which our customers can call if they need any help.

Contact Centre

We established our Contact Centre in 2002 and it now has around 70 staff. Unlike some other companies, it isn’t a 24/7 operation. We’re open 8.30am to 5.30pm, Monday to Friday, as this is when financial advisers and our branches are open for business and are likely to call in. So you can still have a social life.
Job-wise, you’ll be on the phone 95% of the time, taking 60 to 90 calls a day, mostly dealing with straightforward questions and routine requests for information – ‘quick hits’. This may include setting up direct debits or changing addresses, but sometimes involves dealing with more complex questions, which you may have to refer to the ‘back office’ teams to sort out.

Our emphasis in the Contact Centre is on excellent customer service, not sales.