Coronavirus – what you need to know

You’ll find information on the best ways to get in touch with us, answers to the key questions customers are asking, and tips on how to look after your investments.

Quick links

 

Your questions answered

We've put all the key questions we've been asked in one place, so you get the answers quicker. Read our Coronavirus FAQs

 

Stay safe online

Criminals are using fears about Coronavirus to scam people online and over the phone. Don’t get caught out. Learn how to protect yourself

Servicing update

We appreciate your patience during these exceptional times. We’re following government advice to look after our people so they can continue to give you the best possible service.

Please bear with us if you experience delays or interruptions to our telephone service at this time.

Received a communication from us? We wrote to customers by email or post in early April to share useful information. You can read a copy of the communication here.

 

You can still get in touch

  • While we have closed our building to the public, we’re very much open for business
  • As well as calling us, you can email customerservice@standardlife.ie

 

You might find what you’re looking for here

Below you’ll find answers to some common queries.

 I currently get paid my ARF or Annuity payment by cheque. Do I have another option?

We are committed to helping our customers as much as possible through this challenging period. If you currently receive your annuity payment by cheque, we can continue to pay you this way. however, due to the current restrictions we understand you may find it difficult to get to the bank.

For added peace of mind we can pay your annuity directly into your bank account temporarily or permanently.

We need you to provide us with details of your preferred bank account. It’s important to note that we can only make payments into an Irish current account in your name.

Please call us on 01 639 7000 so we can help you to set this up. Please have your plan number, BIC and IBAN numbers – these can be found on your bank statement.

Once the payment has been set up we will contact you to confirm that it has been completed and future payments will be made directly to your bank. 

 

 I want to switch funds. What prices will apply?

Prices are normally, but not necessarily, declared each working day.

We will carry out your instructions as soon as possible. Normally, this means:

  • If Standard Life receives the switch request before the cut-off time, the switch will be processed using the prices that apply 2 working days after receipt (for example, if received at 10am on Tuesday, the switch will be processed using Thursday’s prices).
  • If the request is received after the cut-off time, the switch will be processed using the prices that apply 3 working days after receipt (for example, if received at 5.30pm on Tuesday, the switch will be processed using Friday’s prices).
  • The cut-off time for Synergy policies is 3pm. The cut-off time for all other policies is 5pm.

We will send you confirmation when your instruction has been carried out.

 Can I invest more by topping up my policy?

Some products are open to new investments, including top ups. Other products may be open to top ups only, or closed. For more information, see Products and funds trading.

 What funds can I invest in?

The funds available depend on the product though which you made your investment. See the relevant fund range for your product type. You can also visit our Fund Centre, where you can select your product type and check out fund factsheets, performance, prices and volatility.

 How do I make a withdrawal from my Savings or Investment policy?

To make a withdrawal from your policy, complete this Withdrawal instruction and post it, together with the certified copy documents, to Standard Life, 90 St Stephen's Green, Dublin 2. Instead of posting, you can scan and email them to us at fundtransactions@standardliife.ie 

If you scan and email documents containing your personal information, be aware that there’s no guarantee that any email you send us will be received, or that it will remain private and unaltered during internet transmission.

To get certified copies of your documents, photocopy the originals, bring the originals and copies to a post office, bank, Garda station or qualified accountant/financial adviser. They’ll check, stamp and sign each copy to certify it’s a true copy of the original. Enclose those certified copies with your instructions.

 How do I request a withdrawal on my ARF, AMRF or Vested PRSA?

You can make regular and/or occasional withdrawals from your ARF or Vested PRSA. You can make an occasional withdrawal once a year from your AMRF, up to 4% of your AMRF's value.

To do this contact us and let us know how much you want to withdraw. To process your instruction, we'll also need your bank account details and may need certified copies of proof of your bank account, identity and address too.

To get certified copies of your documents, photocopy the originals, bring the originals and copies to a post office, bank, Garda station or qualified accountant/ financial adviser. They'll check, stamp and sign each copy to certify it's a true copy of the the original. Enclose those certified copies with your instructions. 

You can post your instructions, together with the certified copy documents, to Standard Life, 90 St Stephen's Green, Dublin 2.  Or you can scan and email them to us at arf_payroll@standardlife.ie.

To surrender your policy, complete this Withdrawal instruction and post it, together with the certified copy documents, to Standard Life, 90 St Stephen's Green, Dublin 2. Instead of posting, you can scan and email them to us at fundtransactions@standardlife.ie.

 

 How do I surrender my Savings or Investment policy?

To surrender your policy, complete this Withdrawal instruction and post it, together with the certified copy documents, to Standard Life, 90 St Stephen's Green, Dublin 2. Instead of posting, you can scan and email them to us at fundtransactions@standardlife.ie

If you scan and email documents containing your personal information, be aware that there’s no guarantee that any email you send us will be received, or that it will remain private and unaltered during internet transmission.

To get certified copies of your documents, photocopy the originals, bring the originals and copies to a post office, bank, Garda station or qualified accountant/financial adviser. They’ll check, stamp and sign each copy to certify it’s a true copy of the original. Enclose those certified copies with your instructions.

 How do I transfer ownership of my policy to someone else?

To transfer ownership of your policy, you will need to

  • complete a Deed of absolute assignment, and send it to us, together with
  • a Stamp certificate (or confirmation that stamp duty does not apply and the reason why)
  • a certified copy of a recent utility bill or bank statement for each of the new policy owners to verify their address
  • a certified copy of the current passport or driving licence of each new policy owner to verify their name, date of birth and signature

(recent means within 6 months and current means not expired)

 Stamp Duty and Capital Gains Tax may apply on transfer of ownership.

Changing ownership doesn’t change the lives assured named in the policy, on whom the policy depends. You can’t change the lives assured on an existing policy.

To get certified copies of your documents, photocopy the originals, bring the originals and copies to a post office, bank, Garda station or qualified accountant/financial adviser. They’ll check, stamp and sign each copy to certify it’s a true copy of the original. Enclose those certified copies with your instructions.

 What to do if a policy owner had died?

We are sorry for your loss. Please accept our condolences. If you need help with your claim, please don’t hesitate to call us on (01) 639 7000.

Personal pensions, PRSAs

Please let us know, and complete Death claim instruction (personal pensions and PRSAs)

Retirement annuities and approved retirement funds

For annuities, please let us know, and send us a certified copy of their death certificate.

For ARFs, please complete Death claim instruction (ARFs and AMRFs)

Savings and investments

Some policies may cover more than one life, be based on first death or last survivor, and/or have joint owners.

If the sole policy owner or sole life assured has died, please let us know, and complete Death claim instruction (savings and investments)

If you're a surviving policy owner, and a life assured or other policy owner has died, please let us know, and send us a certified copy of their death certificate.

To get certified copies of your documents, photocopy the originals. Bring the originals and copies to a post office, bank, Garda station or qualified accountant/financial adviser. They’ll check, stamp and sign each copy to certify it’s a true copy of the original. Enclose those certified copies with your instructions.

You can post your instructions and certified copy documents to Standard Life, 90 St Stephen's Green, Dublin D02 F653. Instead of posting, you can scan and email them to us at fundtransactions@standardlife.ie 

If you scan and email documents containing your personal information, be aware that there’s no guarantee that any email you send us will be received, or that it will remain private and unaltered during internet transmission.

 

The impact on your investments

We recognise that market falls caused by the spread of the coronavirus may be causing you some concern about the performance of your pension and savings investments. We appreciate this can be unsettling, especially if you have seen policy values fall as a result of recent events.

Our article Coronavirus, market falls and your investments explains, when markets experience volatility due to major global events like this, they tend to recover over time. Please be aware that past performance is not a guide to future performance.

Property funds

If you invest in property funds there are some temporary restrictions in place that may apply to you.
If you‘re invested in the Standard Life Property Fund or the Standard Life Global Real Estate Fund find out how this affects you. 

Important information on Standard Life property funds

Property suspension FAQ's

Taking care of those around you

COVID-19 poses new challenges, especially for vulnerable and older people.
Our charity partner, ALONE has created a dedicated helpline to answer any queries about COVID-19.

We urge you to consider the more vulnerable, older members of your community and if you have concerns about their wellbeing, encourage them to contact the ALONE helpline on 0818 222 024.

Calls are charged at local rate and lines are open seven days a week from 8am to 8pm.

 

 

Staying safe online

Coronavirus is creating an environment where financial scams can thrive and, as always, we want to help you keep your money safe and secure.

Scammers will often phish for your information or ask you to re-invest your money elsewhere, and many scams look convincing. To help protect your life savings from scams, many of our customers find it helpful to follow these three steps:

1. Stop. Take a moment to think before giving anyone your personal information or money.

2. Challenge. Could it be fake?

  • Anyone offering to free up your pension pot is likely to be fraudulent
  • If you’ve felt pressure to make a quick decision or have been told this is a limited offer then it may not be genuine
  • If you’ve been offered high returns with minimal risk or been charged upfront fees, this may be fraudulent and it’s okay to reject, refuse or ignore these requests.

3. Protect. If you think you’ve been a victim of scamming, we can help. Please contact us today   at customerservice@standardlife.ie


As you may know, many fraudsters are convincing and look legitimate. If you have any concerns, you can check whether a Financial Service Provider is genuine at the Central Bank of Ireland’s Registers.

Your help in policing these issues will be invaluable in preventing other people, including the elderly and those who are more vulnerable, from falling prey to these fraudulent and criminal activities.

For more information on how to protect yourself from scammers, visit our Stay safe online page.