Frequently asked questions (FAQs)
Pensioner FAQs (For deferred members click here)
To assist with any questions you might have with your pension, we have put together answers to some of our most frequently asked questions.
If your question is not answered below, a member of our customer service team will be happy to help you with your query.
Our customer service team is available from 09:00 to 17:00 Monday to Friday (excluding UK public holidays).
Telephone: +44 (0)800 988 5993 (UK CALLERS)
(Calls made from the UK on the BT network are free. Mobile and other network costs may vary)
+44 141 240 2865 (Overseas Callers)
Email: MetLifePensions@JLTGroup.com
Post:
Customer Service Team
Post Handling Centre G - MetLife
St James's House
Charlotte Street
Manchester
M1 4DZ
Frequently Asked Questions
Background to your Policy with MetLife Assurance Limited
A: MetLife Assurance Limited (MetLife Assurance) is a subsidiary of MetLife, Inc. (MetLife) which is a leading provider of life insurance, pension, annuity, general insurance, retirement, savings and other financial products with operations throughout the United States, Europe, Latin America and the Asia Pacific region.
MetLife is the largest life insurer, based on lives in force and one of the largest insurance and financial services companies in the US and has over 140 years of experience in providing these services to its individual and corporate clients.
MetLife is the largest life insurer, based on lives in force and one of the largest insurance and financial services companies in the US and has over 140 years of experience in providing these services to its individual and corporate clients.
A: You were a member of an Occupational Pension Scheme. The trustees of that Scheme have chosen to secure your benefit via the purchase of an annuity Policy on your behalf with an insurance company. Following a selection process MetLife Assurance has been chosen to provide your Policy.
My MetLife Assurance Policy
A: MetLife Assurance have assumed responsibility for payment of some or all of your pension from the trustees of your Occupational Pension Scheme and will shortly begin making pension payments to you.
The pension payments you receive will be based on the information that the trustees have provided us with.
MetLife Assurance may not have received final confirmed data from the trustees. Only when final confirmed data has been received and agreed with the trustees can Policy documents be issued. We will do all we can to send you your Policy as soon as possible but depending on the size of your scheme it may take up to 18 months to do so.
If you would like an update on the progress of your Policy please contact our customer service team.
The pension payments you receive will be based on the information that the trustees have provided us with.
MetLife Assurance may not have received final confirmed data from the trustees. Only when final confirmed data has been received and agreed with the trustees can Policy documents be issued. We will do all we can to send you your Policy as soon as possible but depending on the size of your scheme it may take up to 18 months to do so.
If you would like an update on the progress of your Policy please contact our customer service team.
A: When received, you should review the document and keep it safe. It contains important information on your pension for future reference.
Payments
A: Enclosed with your Welcome Pack is a Summary Benefit Statement. It details what MetLife Assurance understands to be your entitlement. This is based on information received from the trustees of your Occupational Pension Scheme. When we send you your MetLife Assurance Policy, we will also confirm the benefits secured by MetLife Assurance.
A: Your pension will normally be paid to you in the same way and on the same payment date as it was under your Occupational Pension Scheme.
A: Your first payslip will arrive just before you receive your first pension payment from MetLife Assurance. If your payslip does not arrive please contact our customer service team who will be able to provide you with a duplicate.
A: Our customer service team will assist you with any payment enquiries. When contacting them please quote your Scheme Name / Policy Number and your National Insurance number.
A: If your pay date falls on a weekend you will be paid on the Friday before, or if it should fall on a public holiday you will be paid on the previous working day.
A: This will depend on the individual benefits that were secured for you by the trustees of your Occupational Pension Scheme. Our customer service team will assist you with any payment enquiries.
A: This will depend on the individual benefits that were secured for you by the trustees of your Occupational Pension Scheme. You should check your Summary Benefit Statement for further information. Our customer service team will assist you with any payment enquiries.
Tax
A: UK legislation requires individuals in receipt of pension benefits to pay tax on those benefits. MetLife Assurance therefore deducts this tax and pays it to Her Majesty’s Revenue and Customs (HMRC). We use tax information provided by HMRC to calculate the amount of tax to be deducted.
A: You should address your query to the tax office whose details are shown on your payslip, quoting the tax reference number and your National Insurance number.
A: You should keep this document safe. You may be asked for details if you claim pension credits, state allowance or when completing a tax return.
Changing your Name, Address, Bank Details or Personal Circumstances
A: The Summary Benefit Statement has been completed based on information received from the trustees of your Occupational Pension Scheme. If any of this information has changed, is incomplete or is inaccurate then please contact our Customer Service Team as soon as possible or complete the Change of Personal Details Form enclosed in your Welcome Pack and send it to the address shown on the form.
A: Please complete a Change of Personal Details form and send it to the address shown on the form or contact our customer service team as soon as possible.
A: If we are not kept up to date this may lead to interruption or delay to your pension payments or to incorrect payments being made. Using the Change of Personal Details form to tell us about these changes ensures that we have the correct information necessary to process your payments accurately.
Requests for information
A: To ensure that our data is as accurate and up-to-date as possible we may from time to time ask you to complete a Certificate of Existence to ensure that all pension payments are being correctly received by you, the pensioner.
A: Generally, it is not possible to transfer your entitlement once pension payments have commenced. Please contact our customer service team for more details.
Complaints
A: If you have a complaint about any aspect of the administration or operation of your MetLife Assurance Policy or would like to let us know about ways in which you think we might improve our service, please contact our Customer Service Team whose details are set out above.
It is important that you quote your National Insurance number and scheme name whenever you contact the Customer Service Team. They will respond promptly and fully to your complaint.
If your complaint is unrelated to the administration or operation of your MetLife Assurance Policy or your complaint has not been resolved to your total satisfaction, please write to:
The Compliance Officer
MetLife Assurance Limited
15 Bedford Street
London
WC2E 9HE
or send an e-mail to:
MALcomplaints@metlife.com
You may visit the Making a Complaint section of our website here.
It is important that you quote your National Insurance number and scheme name whenever you contact the Customer Service Team. They will respond promptly and fully to your complaint.
If your complaint is unrelated to the administration or operation of your MetLife Assurance Policy or your complaint has not been resolved to your total satisfaction, please write to:
The Compliance Officer
MetLife Assurance Limited
15 Bedford Street
London
WC2E 9HE
or send an e-mail to:
MALcomplaints@metlife.com
You may visit the Making a Complaint section of our website here.
FAQs for Individuals who have not yet retired (Deferred Members)
To assist with any questions you might have with your pension, we have put together answers to some of our most frequently asked questions.
If your question is not answered below, a member of our customer service team will be happy to help you with your query.
Our customer service team is available from 09:00 to 17:00 Monday to Friday (excluding UK public holidays).
Telephone: +44 (0)800 988 5993 (UK CALLERS)
(Calls made from the UK on the BT network are free. Mobile and other network costs may vary)
+44 141 240 2865 (Overseas Callers)
Email: MetLifePensions@JLTGroup.com
Post:
Customer Service Team
Post Handling Centre G - MetLife
St James's House
Charlotte Street
Manchester
M1 4DZ
Frequently Asked Questions
Background to your Policy with MetLife Assurance Limited
A: MetLife Assurance Limited (MetLife Assurance) is a subsidiary of MetLife, Inc. (MetLife) which is a leading provider of life insurance, pension, annuity, general insurance, retirement, savings and other financial products with operations throughout the United States, Europe, Latin America and the Asia Pacific region.
MetLife is the largest life insurer, based on lives in force and one of the largest insurance and financial services companies in the US and has over 140 years of experience in providing these services to its individual and corporate clients.
MetLife is the largest life insurer, based on lives in force and one of the largest insurance and financial services companies in the US and has over 140 years of experience in providing these services to its individual and corporate clients.
A: You were a member of an Occupational Pension Scheme. The trustees of that Scheme have chosen to secure your benefit via the purchase of an annuity Policy on your behalf with an insurance company. Following a selection process MetLife Assurance has been chosen to provide your Policy.
My MetLife Assurance Policy
A: MetLife Assurance have assumed responsibility for payment of some or all of your pension from the trustees of your Occupational Pension Scheme and will shortly begin making pension payments to you. You will receive your MetLife Assurance Policy (Policy) at a later date.
The pension payments you receive will be based on the information that the trustees have provided us with.
MetLife Assurance may not have received final confirmed data from the trustees. Only when final confirmed data has been received and agreed with the trustees can Policy documents be issued. We will do all we can to send you your Policy as soon as possible but depending on the size of your scheme it may take up to 18 months to do so.
If you would like an update on the progress of your Policy please contact our Customer Service Team.
The pension payments you receive will be based on the information that the trustees have provided us with.
MetLife Assurance may not have received final confirmed data from the trustees. Only when final confirmed data has been received and agreed with the trustees can Policy documents be issued. We will do all we can to send you your Policy as soon as possible but depending on the size of your scheme it may take up to 18 months to do so.
If you would like an update on the progress of your Policy please contact our Customer Service Team.
A: When received, you should review the document and keep it safe. It contains important information on your pension for future reference.
My Benefits
A: Enclosed with your Welcome Pack is a Summary Benefit Statement detailing what MetLife Assurance understands to be your entitlement based on information received from the trustees of your Occupational Pension Scheme. When we send you your MetLife Assurance Policy we will also confirm the benefits secured by MetLife Assurance.
A: This will depend on the individual benefits that were secured for you by the trustees of your Occupational Pension Scheme. You should check your Summary Benefit Statement for further information.
Transferring Out
A: Yes, at any time before your pension benefits commence under this policy, you may transfer your pension benefits to an occupational pension scheme, personal pension plan, a stakeholder pension or a pension transfer plan. Please contact our customer service team for a transfer value.
It is recommended that you take independent financial advice before transferring a pension. An Independent Financial Adviser will be able to explain your options in more detail and give you guidance as to whether it is appropriate, given knowledge of your personal circumstances, to transfer your benefits.
Neither MetLife Assurance nor the trustees of your Occupational Pension Scheme are able to give you independent financial advice. If you do not have your own adviser then you can find details of local advisers in the Yellow Pages under Financial Advisers, or at www.unbiased.co.uk.
It is recommended that you take independent financial advice before transferring a pension. An Independent Financial Adviser will be able to explain your options in more detail and give you guidance as to whether it is appropriate, given knowledge of your personal circumstances, to transfer your benefits.
Neither MetLife Assurance nor the trustees of your Occupational Pension Scheme are able to give you independent financial advice. If you do not have your own adviser then you can find details of local advisers in the Yellow Pages under Financial Advisers, or at www.unbiased.co.uk.
Approaching Retirement
A: Your pension would typically commence on the Normal Retirement Date shown in your Summary Benefit Statement. However, it may be possible to take a reduced pension at an earlier date. Further information on early retirement including the amount of reduction to your benefits can be supplied by request to our customer service team.
A: No, but you must take it before your 75th birthday. Deferring payment of your pension will normally increase the annual pension amount payable as it will be payable for a shorter period.
A: Yes, to enable you to consider your retirement options we will aim to contact you around one year before your normal retirement date. A provisional statement of your pension benefit entitlements will be issued no later than around four months prior to your normal retirement date.
A: When we contact you before your retirement, we will ask you to provide us with details of the bank account into which you wish your pension (and any lump sum benefits if appropriate) to be paid. We will then ensure that your benefits are paid at the appropriate time.
A: Lump sum benefits paid upon your retirement will generally be paid tax-free. However, the amount of benefit you can take in lump sum form is restricted.
Pension benefits paid to you on an ongoing basis will be taxed under the PAYE taxation system – similar to the taxation applied to your current earnings. More details about the amount of taxation due will be provided upon your retirement. MetLife Assurance will arrange for any tax due to be deducted from your benefits prior to payment to you.
Retirement Lump Sum
A: Under current legislation, you will normally be able to exchange part of your pension for a lump sum on retirement. Further details of your benefit entitlement will be provided in your Summary Benefit Statement.
Death before Retirement
A: Your dependants may be entitled to receive benefits on your death. Please refer to your Summary Benefit Statement for further information. It is important that MetLife Assurance are updated with information about your personal circumstances.
Changing your Name, Address, Bank Details or Personal Circumstances
A: The Summary Benefit Statement has been completed based on information received from the trustees of your Occupational Pension Scheme. If any of this information has changed, is incomplete or is inaccurate then please contact our Customer Service Team as soon as possible or complete the Change of Personal Details Form enclosed in your Welcome Pack and send it to the address shown on the form.
A: Please complete a Change of Personal Details form and send it to the address shown on the form or contact our customer service team as soon as possible.
A: If we are not kept up to date this may lead to interruption or delay to your pension payments or to incorrect payments being made. Using the Change of Personal Details Form to tell us about these changes ensures that we have the correct information necessary to process your payments accurately.
Complaints
A: If you have a complaint about any aspect of the administration or operation of your MetLife Assurance Policy or would like to let us know about ways in which you think we might improve our service, please contact our Customer Service Team whose details are set out above.
It is important that you quote your National Insurance number and scheme name whenever you contact the Customer Service Team. They will respond promptly and fully to your complaint.
If your complaint is unrelated to the administration or operation of your MetLife Assurance Policy or your complaint has not been resolved to your total satisfaction, please write to:
The Compliance Officer
MetLife Assurance Limited
15 Bedford Street
London
WC2E 9HE
or send an e-mail to:
MALcomplaints@metlife.com
You may visit the Making a Complaint section of our website here.
It is important that you quote your National Insurance number and scheme name whenever you contact the Customer Service Team. They will respond promptly and fully to your complaint.
If your complaint is unrelated to the administration or operation of your MetLife Assurance Policy or your complaint has not been resolved to your total satisfaction, please write to:
The Compliance Officer
MetLife Assurance Limited
15 Bedford Street
London
WC2E 9HE
or send an e-mail to:
MALcomplaints@metlife.com
You may visit the Making a Complaint section of our website here.
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