The Challenge
Since 2010, My Pension Expert has been on a mission to make high-quality retirement advice accessible and affordable for the mass market. Helping thousands of people each year to make sense of their pension options, they arrange millions of pounds of retirement income through annuities, drawdown, and tax-free cash access.
In May 2024, My Pension Expert expanded further with the acquisition of Tenet & You, enabling them to support even more people approaching retirement.
However, scaling high-quality advice to a mass-market audience comes with operational challenges. Manual Letter of Authority (LoA) processes were slowing down efficiency and creating friction across multiple areas:
Outdated channels: LoAs often had to be sent via post, email, or uploaded through individual provider portals.
Lack of visibility: Advisers and clients had no clear view of where an LoA was in the process or when it would be completed.
Time-consuming admin: Chasing providers manually and re-keying data into systems consumed valuable adviser time.
Client experience: These delays reduced engagement, made the process feel outdated, and slowed the delivery of personalised advice.
This meant advisers were spending less time with clients and more time managing inefficient processes.
The Solution
My Pension Expert partnered with Pension Lab to transform its LoA process into a fully digital, automated workflow. The deployment followed three simple steps:
Digital send and distribution
LoAs are securely generated, digitally signed, and automatically routed to the correct provider processing team — eliminating paper, post, email, and provider-by-provider portal uploads.
Automated tracking and chasing
The platform continuously monitors each LoA, automatically chasing providers at the optimal time and providing real-time progress updates to advisers through an intuitive dashboard.
Digital receipt of policy information
Once complete, all policy information is delivered back into the secure portal, creating a single source of truth for advisers and removing the risks of lost documents, email attachments, or manual uploads.
The Benefits
Since adopting Pension Lab’s LoA solution, My Pension Expert has seen significant improvements across three key areas:
Administration time saved
Internal teams have reduced the hours spent processing LoAs by 75%, freeing advisers to focus on delivering advice rather than chasing providers.
Improved client experience
Customers benefit from a fully digital journey, with the end-to-end time from first contact to advice recommendation reduced by 60%. This faster, seamless process has created a more engaging experience for clients and helped advisers serve more people at scale. The adviser team can support clients throughout the process knowing when a LOA has been signed and with ETAs on how long is left in the process.
Risk and compliance
By using one secure portal for LoAs, My Pension Expert has eliminated the risks of handling sensitive data via email or paper. All client and provider interactions are now fully traceable, compliant, and auditable, strengthening governance under Consumer Duty.
The Client’s View
Kyle Simpson, Chief Revenue Officer, My Pension Expert:
“Partnering with Pension Lab has been transformational for us. The secure digital LoA solution saves our advisers hours of admin, speeds up the time it takes to deliver advice, and ensures we have a watertight, compliant process.
As we continue to grow and bring advice to more people across the UK, Pension Lab is helping us industrialise our model and deliver the very best retirement outcomes at scale.”