Adviserzone Help

You’ve provided us with feedback on where you need some help finding information on our website. Browse the help categories below to get tips and information to help you use our website and our online tools and services. You will find answers to the most commonly asked questions with links to help you quickly find what you need.

Looking for help on our Wrap Platform? If you have Wrap access, get Wrap help and tips here.

Help

Registration and online access

Secure Services registration

You can register online for our Secure Services from the Homepage link. To register you will need to supply basic personal and company details (as example: company name and postcode) associated with your Standard Life agency code.

Note: The postcode entered must match the address held for the agency code.

Unipass access

Adviserzone supports Unipass certification access, which upon registration provides immediate access to our secure services.

For more information about Unipass please access the Unipass Identity webpage.

ID and password access

On receipt of your registration submission, you will be emailed a user ID and posted out a password for access.

Each user ID and password is for a single Individual User only. Individual Users are not permitted to share access details.

Access provides you with a personalised service with the ability to save fund and literature favourites and allows full access to secure services such as Quotes, Client View and Techzone.

Online services available

Secure Service access provides you with a personalised service with the ability to save fund and literature favourites and allows full access to secure services such as Quotes, Client View and Techzone.

Use our online Service Directory to direct you to the correct online service or customer service telephone line, depending on your specific task.

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Client servicing on Client View

Navigating to Client and Plan information

If you are the registered servicing agent you can view client and plan specific information on your client’s plan.

Your client's plan information is available for you on Adviserzone’s Client View, it’s found on the Online Services tab by selecting Client View (includes valuations, fund switching and reports).

Accessing your client details on Client View

To access all you need is your client’s full name and/or date of birth or plan number, then Search. You can also search by National Insurance Number.

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Client and plan information

Client View online functionality

Adviserzone’s Client View includes the following information and functionality:

  • Plan details (includes start date, retirement date and tax free lump sum available)
  • Up-to-date valuation (includes units, price and value)
  • Fund Fact Sheets
  • Change address
  • Buy, sell and switch funds
  • Request an Illustrative Maturity Value (IMV) for a plan that has a status of Active, Paid Up or Contribution Holiday.
  • Request a Plan Information (PI pack) for Pensions only to be returned to your Client Document Centre within 1 hour.
  • Manage Adviser Charging (create new, amend or stop existing adviser charges for SIPP, AMPP and International Bond)
  • Portfolio analysis (the integrated tool allows you to automatically view your client’s portfolio - without the need to re-key their data)
  • Reporting (includes Client report, With Profits summary, Provide Information packs and copy annual Pension statements)

Note: The above information and functionality is product specific and may not be available for every Standard Life product listed on Client View.

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Valuations

Valuation breakdown

Client View's Valuation page shows the details of the total value of the plan at a given date (includes units, price and value) , the details of pre and post pension values where applicable, details of any additional investments the client holds and details of Transfers In-Specie that are expected by Standard Life.

SLIP and Additional Investments

Where applicable the value is split between the totals for each of the client’s Standard Life Investment Policy (SLIP) funds and Additional Investments.

Back-dated Valuation date

When you first select the page, the Valuation details are displayed for today's date. If you wish to see Valuations for a date prior to today, you may enter another date, simply overtype the Enquiry date field and click Display fund value to get value at any/chosen date.

SLIP calculation date

The Standard Life Investment Policy pre / post pension date values are based on the value as at close of business the previous working day.

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Cash transactions

Cash Transactions (SIPP, AMPP and International Bond)

Client View's Cash transaction page shows the current cash balance as at today’s date and a history of cash transactions relating to the product bank account.

The default summary period is the last six months. However, using the date range function you can view specific date ranges in 12 month blocks.

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Illustrative Maturity Value (IMV) and Illustrative Surrender Value (ISV)

Illustrative Maturity Value (IMV) for Pensions

Client View's IMV page allows you to enter the details to obtain instantly an Illustrative Maturity quote for a plan that has a status of Active, Paid Up or Contribution Holiday.

The Retirement Date field will show the retirement date which Standard Life hold for the plan.

The Illustrated date to buy your pension can be changed to an alternative date. The date entered must be on or after the client's 55th birthday and up to one day before client's 75th birthday. This field will be defaulted to retirement date which Standard Life holds for the plan.

Illustrative Surrender Value (ISV) for Bonds and Endowments

Client View’s ISV functionality is used to select a date for an Illustrative Surrender Value of the policy in the future. The date entered must be at least six months from today's date.

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Adviser Charging

Set up Adviser charges

Functionality to Manage Adviser Charges Online can be found under Client View. Here you can create, amend or stop existing adviser charges.

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Fund switch, buy and sell

Trading

Client View’s Fund Switch, Buy and Sell’* option allows you to place trades on behalf of your client. Our simple online process allows fast and efficient straight through processing onto our systems for the majority of our products.

On submission of an online trade a confirmation statement is available to print/save for your records.

*Note: Trading functionality is not available to all advisers for International Bond.

Trade tracking lets you see online the fund changes that have been requested online, by phone, fax or email. The tracking data is found on the same page, under the heading Completed and Pending Transactions.

Buying funds

Buying only – this option should be used for purchasing funds using monies from the SIPP bank account. The projected 12 month bank account balance will take into account any pending buys, transaction charges, product charges, income payments, commission, adviser fees or adviser charges that are applicable.

Selling funds

Selling only – This option should be used to sell funds. The monies from the 'sell' will be added to the SIPP bank account. The projected bank account balance will take into account any pending buys, transaction charges and the monies from the sell.

Switching funds

Fund switching – This involves moving from existing funds into new/and or existing funds. The 'Switch All Funds' option should be used to re-balance a portfolio (excluding any investments held direct).

Lifestyle profiles

Lifestyle profile – this option should be used if you wish to invest your client's money in a pension lifestyle profile. You can change both the current holdings and future premium amounts.

Maximum number of SLIP funds

The maximum number of Standard Life Investment Policy (SLIP) pension funds that can be invested in at any one time is 11 (or 12 if the investment in the SLIP Pension funds is the only investment under the scheme).

Cash Funds

For SIPP, AMPP, GSIPP and International Bonds there is the option to switch to our Product Cash (ie, Bank Account). For all other contracts, there are no ‘pure cash’ investment options. Please always check the list of funds available for your client’s specific product first.

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Fund information

Fund Filter

Adviserzone’s Fund Filter tool allows you to access fund information across all our Retail funds. Select the relevant Product Type and Product and click either Go to show result onscreen or Export Full Fund List to an Excel document. The data returned includes Price, Performance, Fund Fact Sheets and Fund Charges.

Some fund names are abbreviated and, therefore, can be difficult to find. It may be more beneficial to search by the specific fund code or ‘Refine your search’ by selecting the fund manager.

Navigating to the Fund Filter

The tool is found on the Homepage or from the Online Services tab and select Fund Filter (including daily prices and fund fact sheets).

Fund Filter access

You do not need to be logged in to access basic Fund Filter information.

Fund Fact Sheets and Key Investor Information Document (KIID)

The Fund Filter results hold links to funds fact sheets and KIIDs are provided where relevant. Clicking on the fund name link or the KIID icon will open the required document as a PDF.

Portfolio Analyser tool fund integration

Funds selected from the Fund Filter tool can be used with our integrated Portfolio Analysis tool.

Favourite funds

Click on the 'star' icon to save your favourite funds and access them more easily next time, when logged in, form your Favourite Funds section on the Homepage.

Client specific fund information

Your client’s fund selections can be found on Client View’s Valuation page, this includes links to fund fact sheets.

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Literature

Literature Library

Our Literature Library allows you to browse available Literature and Brochure-ware, broken down my product/proposition groupings. Documents will open as a PDF and can be saved or printed.

Navigating to the Literature Library

The Library is found in Literature tab. You do not need to be logged in to access this page.

Popular downloads

Our most popular literature downloads include:

Favourite Literature

Click on the 'star' icon to save your favourite literature and access them more easily next time, when logged in, form your Favourite Literature section on the Homepage.

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Payment methods

Direct Debit

For Direct Debits please use our: Direct Debit Instruction form

BACS/CHAPS/ Telegraphic Transfers (SIPP)

Name: SIPP Collections A/C
Account Number 42288230
Sort code: 400328
Address: HSBC Plc, Holburn Circus Branch, 31 Holborn, London, EC1N 2HR

Note: Please include a reference with the payment – client’s plan number and surname with initial(s)

BACS/CHAPS/ Telegraphic Transfers (Individual Pension)

Name: London Collection Account
Account Number 22288192
Sort code: 400328
Address: HSBC Plc, Holburn Circus Branch, 31 Holborn, London, EC1N 2HR

Note: Please include a reference with the payment – client’s plan number and surname with initial(s)

BACS/CHAPS/ Telegraphic Transfers (International Bonds)

Name: SLIL Receipts
Account Number: 51296795
Sort Code: 400250
Address: HSBC Plc, RSCE, 2nd Floor, 62-76 Park Street, Southwark, London, SE1 9RX

Note: Please include a reference with the payment - client’s plan number and surname with initial(s)

Cheque (UK products)

All cheques are payable to “Standard Life Savings Ltd” and should be mailed to:
Standard Life, Dundas House, 20 Brandon Street, Edinburgh, EH3 5PP

Note: Please write the client’s plan/account number on the back of the cheque.

Cheque (International Bond)

Cheques should be made payable to 'Standard Life International dac' and should be mailed to:
Standard Life, Dundas House, 20 Brandon Street, Edinburgh, EH3 5PP

Note: Please write the client's plan/account number on the back of the cheque

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FATCA

What is FATCA?

The US Foreign Account Tax Compliance Act (FATCA) 2010 is designed to help identify US citizens and residents with overseas assets or income and prevent tax evasion. Financial institutions worldwide have to register with the US Internal Revenue Service (IRS) and will have to disclose customers with a US tax status.

What does this mean for new customers?

From the 1 July 2015 the following question will be asked on our savings and investment application forms 'Are you a tax resident or citizen of the USA?'. This question must be answered.

For more information on FATCA please read our Guidance on FATCA legislation

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General servicing (International Bonds) Anti-money laundering

Anti-money laundering

To comply with Irish anti-money laundering requirements, we must verify the identity and address of all policyholders.

Please note: All documents must be an original or certified copy

One item of photo identification and one item of address verification must be provided for all policyholders. The forms of evidence we can accept are set out below:

Individual & Joint Policyholders 1- Photo Identification
  • current signed passport
  • current UK/EU photo-card driving license
  • current National Identity Card (non UK nationals)
  • current identity card issued by the Electoral Office for Northern Ireland
2- Address Verification (dated within 6 months)
  • current utility bill
  • current council tax demand letter or statement
  • current bank or building society statement or debit/credit card statement
  • instrument of court statement (such as grant of probate)
  • full current driver's licence
Corporate Policyholders
1- Evidence of Incorporation (and of the following)
  • Companies House Printout
  • Extract from Regulatory Authority website
  • Certificate of incorporation
2- Details of Beneficial Ownership
  • Name all Shareholders owning greater than 25% of shares of the company
  • Name all Directors of the company (if different)
  • Photo ID and address verification for at least 2 of the beneficial owners
3- Evidence of Beneficial Ownership
  • Extract from companies house website showing beneficial ownership
  • Copy of financial statements
  • Copy of auditor’s report
Trust Policyholders
1- Evidence of Trust
  • Trust Deed
2- Details of Settlor
  • Name of Settlor
  • Source of Wealth for funds placed in Trust
  • Income & Occupation of Settlor (if relevant)
  • Death certificate or Grant of Probate (if relevant)
3- Details of Trustees
  • Names of all Trustees
  • Photo ID and Address Verification for at least 2 Trustees
  • Anti-money laundering for the settlor is required in all circumstances
  • If a trustee is acting in their capacity as a solicitor, a law society check can substitute for anti-money laundering
Power of Attorney
1- Evidence of Power of Attorney
  • Original or Certified copy of Power of Attorney Document
2- Anti-money laundering requirements
  • Anti-money laundering for the Power of Attorney (address and ID verification)
  • Anti-money laundering for the policy owners as outlined above
Deputyship Cases/Court of Protection
1- Evidence of Court of Protection Order
  • Original or Certified Copy of Court of Protection Order
2- Anti-money laundering requirements
  • If the Deputy is an individual, the Deputy is subject to the normal anti-money laundering rules: address and ID verification
  • If the Deputy is a solicitor, a law society check can substitute for anti-money laundering. If the Solicitor is not listed, evidence of address and identity must be provided
  • Anti-money laundering for the beneficiary/protected person is not required at new business stage. Please note, if money is paid from the policy directly to the beneficiary/protected person, anti-money laundering will be required before payment can be made

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General servicing (International Bonds) Assignments

Deeds

Draft deeds of assignment can be obtained by contacting the Dublin office on 0345 300 4273.

Draft deeds are available for assignment by way of gift only, for all other types of assignment, a legal agreement will need to be drafted. Legal advice should be sought to ascertain the suitability of this deed for the clients’ needs. Direct Debit:

Segment Assignments

It’s possible to assign individual segments. If a number of segments are being assigned, start with the last segment and work forward (e.g. 100-51). If no segment details are entered we’ll assume all segments are being assigned.

Where the assigned segments remain in force, the life assured details carry over from the original bond set up. It’s not possible to change the lives assured on assignment.

What’s required?

Anti-money laundering documentation will be required for the assignee i.e. certified copies of in date photo identification and proof of address document dated within the last six months. Please note that the assignee must be at least 18 years old. The original deed or an original certified copy must be received before an assignment will be processed. For FATCA purposes, confirmation of whether the assignee is a tax resident or citizen of the USA is needed – please ensure the declaration included with the deed is completed.

Cashing In

If the client wishes to surrender part or all of the bond post assignment, a Surrender form will need to be completed. If a payment has not previously been paid to the assignees bank account, a certified proof of account will be required (This can also be used as address verification).

Important Notes (where applicable)
  1. Some third parties are unable to split assets as a result of an assignment. In these instances we will need to sell the assets first.
  2. In order for us to process an assignment, the bond bank account should be in a positive balance.
  3. Where an on-going adviser charge is being paid on the existing bond, this doesn’t automatically carry over with the assignment as the agreement was with the previous policyholders and adviser. If any adviser charges are to be carried over you will need to confirm this at the time of processing the assignment. Confirmation will be issued to you and the customer once applied.

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General servicing (International Bonds) Charging structure

What charges apply

For more information on charges applicable to the International Bond please refer to our Charges and Discounts Guide.

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General servicing (International Bonds) Claims and withdrawals

Instruct a Claim on an International Bond

We can accept the instruction by phone from the customer(s) (we will need to speak to all policyholders) on 0345 300 4273. Alternatively, a signed instruction can be scanned and emailed to service@slinternational.ie or posted to Standard Life International, Dundas House, 20 Brandon Street, Edinburgh, EH3 5PP.

Note: a certified copy of a bank statement will be required if we haven’t paid to the account previously. Full AML documentation will be needed if payment is being made to a third party. Payments to third parties are completed on a concessionary basis.

Set up a regular withdrawal on an International Bond

We can accept the instruction by phone from the customer(s) (we will need to speak to all policyholders) on 0345 300 4273. Alternatively, a signed instruction can be scanned and emailed to service@slinternational.ie or posted to Standard Life International, Dundas House, 20 Brandon Street, Edinburgh, EH3 5PP.

Note: if we have not paid to the designated bank account previously we will need bank verification in the form of a bank statement dated within 6 months.

Notify Standard Life of changes in my customer's details

We can accept the instruction by phone from the customer(s) (we will need to speak to all policyholders) on 0345 300 4273. Alternatively, a signed instruction can be scanned and emailed to service@slinternational.ie or posted to Standard Life International, Dundas House, 20 Brandon Street, Edinburgh, EH3 5PP.

Note: for any changes where legal documents are required, we will require either an original or an original certified copy to be mailed to Standard Life International, Dundas House, 20 Brandon Street, Edinburgh, EH3 5PP.

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General servicing (International Bonds) Death claims

When is a death claim payable?

A death claim only becomes payable when the last life assured on the policy is deceased.

What’s required?

Policy Value less than £75,000 (and if no Grant of Probate available)

  • Certified copy of the death certificate.
  • Certified copy of the will.
  • Signed indemnity form by the personal representatives as outlined in the will.
  • An instruction confirming payment details signed by the personal representatives as outlined in the will.
  • Anti-money laundering verification for the payees.
  • Confirmation that there is no Irish Will or Irish Probate and that the client has not been resident in Ireland since the investment was made.

Policy Value greater than £75,000

  • Certified copy of the death certificate.
  • Grant of Probate (must always be requested for any policy greater in value than £75,000.00 without exceptions).
  • An instruction confirming payment details signed by the executors as per the Grant of Probate.
  • Anti-money laundering verification for the payees.
  • Confirmation that there is no Irish Will or Irish Probate and that the client has not been resident in Ireland since the investment was made.

Trustee Investments

  • Certified copy of death certificate
  • Signed instruction from the trustees confirming payment details
  • Anti-money laundering verification for the payees.
Death Claims & Payments to HMRC

Probate is not required once we have a signed IHT423 form to make the payment direct to HMRC. There is no minimum or maximum that can be paid to HMRC.

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Service Directory

Use our online Service Directory to direct you to the correct online service or customer service telephone line, depending on your specific task.