Please see our 'Avoiding scams' page for lots of guidance and information which will help you protect yourself from scammers.
28th May 2025
The questions & answers (Q&As) below are intended for all of our policyholders.
If you have a question that is not answered by the Q&As provided, please contact us.
Questions & answers
For details of our complaint process and how to contact the Financial Ombudsman Service, please click on the link below.
Please contact us if want us to send you letters and other materials using large print, Braille or audio files. If there is another format that you would prefer, please let us know that too and we will try to accommodate.
For more information on the different ways we can communicate with you, please click on the link below.
You can use the search function on the policyholder contact page to obtain the link to our online service for your policy.
We do not sell pensions direct to individuals. You will have built up your pension in a company pension scheme or with another insurer. You would have then become our policyholder as a result of either a:
- Buy-out: The trustees of your previous pension scheme transferring responsibility for your pension benefits to us.
- Part VII transfer: Your previous insurer transferred your policy to us following a legal process known as a 'Part VII transfer'.
If you are already receiving regular pension payments, you do not have the right to take an additional lump sum from your benefits.
Rothesay, as a regulated insurance company, does not need to produce a funding statement. Rothesay is subject to the Solvency II funding regime. Under this regime we are required to hold an amount of capital, known as the Solvency Capital Requirement (SCR).
Please note the following links are to pages outside of the policyholder section of our website.
Although you may have made contributions to your pension in the past, there are no contributions, charges or fees to pay on your Rothesay policy.
For more information you can call HM Revenue & Customs (HMRC) on 0300 200 3300 (UK) or +44 135 535 9022 (Overseas) or view their website.
You can also call Tax Help on 0333 207 5652 or complete the form on their website.
You can complete an Expression of Wish at any time. If there may be a lump sum payable from your policy when you die and have not yet submitted an Expression of Wish form, we recommend that you do so as soon as possible.
You should also consider completing a new Expression of Wish (to update your death benefit nomination(s)) whenever your personal circumstances change.
If you submit more than one Expression of Wish, we will only take the latest we have received into account in the event of your death.
Expression of Wish forms only affect any lump sum benefits payable when you die. If there is a lump sum payable, the fact that you have not submitted an Expression of Wish declaration will not prevent us from paying any lump sum death benefits in accordance with the terms of your policy, but we will have no way of taking your wishes into account when deciding who will receive the payment.
You can nominate as many people as you wish.
If you nominate more than one person please specify (as a percentage) the proportion of the lump sum death benefit that you would like each individual to receive. The total proportions must equal 100%.
If you would like your benefits to be paid to an individual upon your death please provide their full name including their surname, all forenames and their title (e.g. "Mrs Mary Jane Smith").
If you would like your benefits to be paid to your estate upon your death, please write “To My Estate”.