We understand that you and your clients may have questions about the upgraded platform, including the key changes and impacts. We’ve answered some of the most frequently asked questions here. If you can’t find an answer to your question, please talk to your usual contact.

Has the upgrade completed?

We successfully launched the upgraded platform on 8 May 2018 but our work doesn’t end there. We’re committed to continually developing our services, and we’ll therefore be gradually replacing more paper processes with online trading over the coming weeks and months. Look out for more information on our website.

What changes did the upgrade deliver?

The upgrade brought together the best of both Aegon and Cofunds, as part of our intention to become the leading intermediated platform in the UK. By combining the scale and experience of Cofunds, with the innovation, financial strength and product know-how of Aegon, we aim to provide even better support for customers, advisers and employers.  

We’ve launched a more modern and intuitive website that’s responsive and so can be used on a laptop, desktop, mobile or tablet. We’ve increased the number of online journeys as we work to reduce paperwork and the need for wet signatures.

The range of investments available to you has improved to help provide you and your clients with more choice and flexibility.

We’re continuing to invest in the platform and build on the upgrade changes, including plans to expand our investment range further.

Where can I find more help?

You can access a range of tools to help support you as you get used to your new dashboard. For a short introduction to doing business on the upgraded platform, watch our webinar. We also have training guides that can help steer you through the different journeys on the Aegon Platform. If you can’t find what you’re looking for, get in touch with your usual contact who’ll be happy to help.

Is everything Aegon branded?

Things will look a little different than you’re used to. Most items, including web pages, your dashboard and any supporting material are now Aegon branded. The Cofunds Pension Account remains Cofunds branded, and Cofunds is still the provider of the platform and many of the products.

You’ll notice a change to the way some services are described. You can find out more on our ‘How we communicate with you’ leaflet. We sent this to your clients before the upgrade.

Have you moved to online trading only?

More services are online and you’ll experience a more modern and intuitive platform to make things easier. Where there’s an online process, we no longer accept paper applications.

To help you and your clients smoothly transition from the previous paper-based processes on Cofunds to the upgraded Aegon Platform, some will initially remain on paper, but will be enhanced to online-only trading in the coming months.

Have your contact details changed?

Yes. You can find our new contact details and postal address in our Help & Support section.

When will my adviser fees be paid?

We’ll pay initial, ongoing and ad hoc adviser charges and services charges every Monday. The payment dates for May and June are shown below:

  • 14 May
  • 21 May
  • 29 May
  • 4 June
  • 11 June
  • 18 June
  • 25 June

Will my clients get a statement as normal?

Under new rules in 2018, we’re required to send your clients statements four times a year. They will receive an additional statement in the weeks after the upgrade to reflect the period between their last statement and 7 May 2018.

What information did you send to my clients about the upgrade?

You can access a copy of the mailings we sent to your clients during the build up to the upgrade by visiting our Investor communications page. This included details of changes to their terms and conditions that came into effect on 30 April 2018.