Pru advisers face 4-day online services blackout

Pru advisers face 4-day online services blackout

Advisers will be unable to access the majority of Prudential’s online services for four days as the provider prepares to carry out “extensive system work” over the coming weekend.

In an email, seen by FTAdviser, the provider said that from 6pm on November 13 until 8am on November 17 all of its PruAdviser online services will be unavailable and urged advisers to carry out any necessary client transactions prior to the shutdown.

A spokesperson from Prudential said: “From 13-17 November we’re carrying out planned system work as part of our ongoing transformation programme to improve our online services. 

“We’re notifying advisers in advance through email, our account management team, our websites and social media channels to minimise any disruption.”

The services that will be unavailable during this time include individual policy serving, new business tracking and reporting.

In addition, all online services and contact centre phone lines and email services will be closed for its retirement account until around 1pm on November 17.

Its contract enquiry service and its online services for customers, including MyPru and PruRetire, will also be unavailable during this time.

The online services for the Prudential Isa will remain open but advisers need to access this via Link’s website rather than PruAdviser as they would normally do.

Kevin Render, independent financial adviser and director at Bolsover Render Financial Planning, said while he understood essential work had to be done on providers’ websites, closing it down during working hours will create more issues.

Mr Render said: “The obvious effects of advisers/client losing online access during working hours will only increase the traffic to their telephone lines and result in an even worse customer experience.”

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