Advisers using Aegon’s legacy book of business have reported experiencing two-hour wait times for customer services after a system upgrade caused policies to be ‘lost’.
Citywire New Model Adviser has learned that client policies on the Aegon Scottish Equitable Pension Bond have gone missing online due to a system upgrade that took place at the end of August.
The policies are understood to be visible to Aegon’s customer service team, but not to advisers or end clients using the online service.
