Online services FAQs

Using My Standard Life online

 What can I do online?

My Standard Life online gives you access to information about your policy. You will be able to:

  • Check your policy value
  • View payment information
  • Update your personal details

The information displayed varies by policy type. If your policy is not available online, you can contact us.

 What policies are available online?

Most policies are available online. Some aren't. If your policy is

  • managed by trustees (for example, a multi-member pension scheme), or
  • an older 'conventional' type policy

please contact us for information.

By conventional we mean

  • with a 'sum assured'
  • depends on 'reversionary bonuses' being declared
  • has protection benefits built in
  • is an annuity
  • only pays out on death, or
  • is not unit-linked

 What if I can't view my policy details?

Only active policies appear on the ‘My policies’ tab. If you have an active policy which you think should be displayed but isn't, please contact us.

 I need help using the site. What should I do?

Call us on (0818) 333 233 or + 353 1 639 7000, Monday to Friday between 09:00 and 17:00. Calls may be monitored and / or recorded to protect both you and us and help with our training.

 What is an eStatement? Will my eStatement have the same information as the paper version?

An eStatement is an electronic version of your paper statement and will contain all the same information as the paper version.

 How do I sign up for eStatements?

To sign up for eStatements you must be registered for My Standard Life online. Login to your account, click on My details, and update your document preference to eStatement (online).

 How do I access my documents online?

Your statements can be accessed online through the ‘My documents’ tab.

This online service is currently available for our Synergy product range. (Policy numbers beginning with AB, AC, AR, AS, BB, PA, PP, PR, and RP)

 What documents can I view online?

You can view Statements of Investment and Transaction statements for the Synergy product range. (Policy numbers beginning with AB, AC, AR, AS, BB, PA, PP, PR, and RP)

 What is the difference between a Statement of Investment and a Transaction Statement?

A Statement of Investment, also known as a Statement of Reasonable Projection, is the statement you receive each year.

A Transaction Statement details all transactions on your policy such as premiums paid, withdrawals and charges within a specified date range.

 When will my document be ready to view?

You will receive an email when your latest document is available to view in the My documents tab.

Documents are uploaded to the website approximately every 35 minutes from:

07:15 to 23:30 Monday to Friday
07:15 to 22:30 Saturday and Sunday

Any requests made outside of these hours will be uploaded the following morning.

 Why can't I view my document?

You’ll need Adobe Acrobat ® Reader installed on your personal device to allow you to view these documents. If you don’t already have it you can download it for free.

 How long will my eStatement be available for viewing online?

As long as you’re registered for My Standard Life online, your Statement of Investment will be available online for the life of your policy and your Transaction Statements will be available for 3 years.

 Will I be able to print and save my eStatements?

Yes, your eStatement will be displayed electronically, so you can print your eStatement by choosing the ‘print’ option under the file menu or clicking on the ‘print’ icon in the toolbar.

You can also save your eStatement by clicking on the ‘save a copy’ icon in the toolbar or under the file menu.

To view, print or save your eStatement you’ll need Adobe Acrobat® Reader. If you don’t already have this, you can download it for free.

If you save your eStatement to your personal device, please ensure that you have adequate security measures to prevent unauthorised users from viewing your personal information.

 How many statements can I request?

You can request one eStatement request per hour for each document type.

 Can I still receive paper statements once I have signed up for eStatements?

Once you sign up for eStatements you’ll no longer receive a paper statement.

 Can I turn my paper statements back on?

Yes, you can turn your paper statements back on at any time. Login to My Standard Life online, click on My details and change eStatements (online) to No. Alternatively, you can contact us.

 Can I sign up for eStatements for policies that are jointly owned?

Yes, you can sign up for eStatements, however unless all policy owners are signed up for eStatements a printed copy will also be sent to the correspondence address. This makes sure all policy owners have access to the same information.

 Can Trustees of investment policies sign up for eStatements?

eStatements are currently not available for Trustees. If you’d like to request a statement, please contact us.

Registering and logging in

 How do I register for online services?

Go to and click ‘Register’ in the top right hand corner of every page.

We’ll ask you to confirm some policy details and send you a verification email with a link you need to click. This will allow you to set your own username and password.

We’ll also ask you to set some additional security. You will be asked to set up 3 security questions and you can choose to set a recovery mobile number. Your account will then be set up and you can log in straight away.

Or just call us on (0818) 333 233 or + 353 1 639 7000 - Monday to Friday between 09:00 and 17:00. We’ll do our security checks over the phone and send you the verification email to set up your login details. Calls may be monitored and / or recorded to protect both you and us and help with our training. Call charges will vary.

 Why do I need additional security?

Our additional security will allow you to get back online quickly, easily and securely in the future if you forget your login details.

If you have set up a recovery mobile number, we will send you an SMS with a 6 digit code. If you haven’t, we will ask you to answer 3 security questions.

You should keep this information up to date, and if you ever need to make any changes, you can visit the ‘Security Settings’ tab within the ‘My Details’ section of our secure online services.

You will never be asked your personal security questions over the phone.

 How do I log in?

To log in click on the ‘Login’ button that you can find in the top right-hand corner on every page of

Remember to keep your login information secure.

 Account suspended or forgotten username, password or both?

Suspended account – if you have exceeded your maximum login attempts, your account will be suspended for 30 minutes. To regain access to your account, you can either wait for 30 minutes or complete our forgotten password process.

If you have forgotten any of your online login details, you can retrieve these by going to our login page and clicking on ‘I’ve forgotten my login details.’ By following the instructions on screen you’ll be able to retrieve your username and reset your password.

Or just call us on (0818) 333 233 or +353 1 639 7000 - Monday to Friday between 09:00 and 17:00. It would be helpful to have your policy number to hand. Calls may be monitored and / or recorded to protect both you and us and help with our training. Call charges will vary.

 What will you use my email address and mobile number for?

During our registration process we will ask you for your email address (mandatory) and mobile number (optional).These will be used to verify your identity and set up security procedures on your online account.

We will update your customer record with these new contact details, it’s important that we keep an up to date record for you to help us provide you with the best service possible.

We would also like to contact you from time to time with relevant product and service information. Don’t worry, we will only do this if you have given us prior permission. To review your marketing preferences, please log into our online services and visit the ‘Marketing Preferences’ tab on the ‘My Details’ section.

For more information on our Privacy Policy, please visit

 I want to update the email address you hold for me. What should I do?

To change your email address, log in to My Standard Life, select the My details tab, then the Security settings tab, and choose the Email edit option.

It's important you make sure that your email address is up to date as its linked to your online account.

 How do I change or update my details?

Please log in to My Standard Life and select 'My Preferences' or 'Security settings'. You are able to update most of the details in here.

 How do I cancel my access?

If you decide to cancel your access to My Standard Life online, contact us.


 Why do I need to set up security questions?

To prove your identity, if you ever need to reset your password online.

These questions and answers will only be used to verify your identity when resetting your password online. You will never be asked for this information over the phone.

 How do I set up my security questions?

You will be shown a list of 15 security questions. You should select 3 questions from this list and provide an answer for each.

Try to choose answers that are easy for you to remember but difficult for anyone else to find out or guess.

 Can more than one person use the same computer and still have their policy details kept private?

Yes, provided that they have set up their own username and password and have registered to use the service. As with any shared device, you should ensure that you log out of My Standard Life and log off the device before allowing someone else to use it.

 What encryption are you using?

We use Verisign 128 bit Secure Socket Layer (SSL) encryption product to securely encode and decode the data flowing between your personal device and our web server.

 What measures are being taken to ensure that no viruses are passed over the internet?

No viruses can be uploaded to our website as we do not accept code and all data is carefully vetted before it is passed into the online servicing main systems.

 Will Standard Life ever email me asking me for details?

We’ll never send out emails that ask for security details or other confidential information from you.

If you receive an email that looks as if it has been sent from Standard Life requesting your Internet security or other confidential details, please do not respond to this or visit any site which the email may link to. Read our stay safe online section to find out what you should do.

 How secure is online servicing?

Standard Life protects your data being transmitted over the internet by making use of the Secure Socket Layer (SSL) protocol, which is a universal standard on the internet. An SSL session provides protection from interception and tampering of your personal data.

When you access My Standard Life, two processes occur:
•An SSL session is negotiated
•Your login details are transferred, however this will not occur unless an SSL session is negotiated successfully.

The key to this process is to note that although the Standard Life home page is delivered in an unsecure manner, no personal details are transferred until an SSL session is negotiated which will ensure the information you provide Standard Life will remain safe and secure.

We also use Extended Validation SSL (EVSSL) protocols on many of our secured websites, allowing you to clearly see when you access a secure webpage. When entering a website that is secured with an EVSSL certificate, text within the address bar will turn green offering greater assurance that you are visiting an authentic website.