He finally called a different department from a contact list for relevant departments.
Pruggmayer said: "Anyway, I got a recorded message asking for the policy number, and after a few seconds I got cut off.
"I'm seeing the client tonight (February 21) and he's expecting me to say he has an annuity set up. But this makes me ask myself whether I should bother giving them the business."
He added: "I am baffled. Don't they want my business? I know people have complained about service levels [at the company] but I can't even get a policy placed."
FT Adviser has asked the company about the situation.
While FT Adviser was awaiting for the right to reply from the company, a person from Scottish Widows phoned Pruggmayer, who was on a call to the FCA at the time.
When he tried to ring the number back, he got an automated message and it cut off.
FT Adviser also tried ringing the number - 0800 169 7762. An automated voice said: "Lloyds Banking Group has called you today and will try to call you again at a convenient time. There is nothing you need to do now", and cut off.
Pruggmayer has since sent an email to the person from Scottish Widows outlining the issue, and received a reply offering him the ability to send the application form by email.
In the email, seen by FT Adviser, the email states: "Please make sure to include your policy number and reference number on the form itself. This will help us identify your application and avoid any delays."
Pruggmayer said of the request to include the policy number: "Work that one out, if you please."
In February last year, an adviser complained to Scottish Widows after receiving a letter with incorrect information on client pension charges.
After going to press, a Scottish Widows spokesperson responded, saying: "We’re sorry for the difficulties Mr Pruggmayer had when trying to get in touch with us. We’ve spoken to him today to apologise, discuss next steps and progress the request as a matter of urgency.
“We accept annuity applications from 6 of the largest IFA portals (one of which is free to register for IFAs) via e-mail and post. In 2023 we successfully helped over 13,000 customers secure an annuity.
“We do require the customer’s ceding scheme details (including a policy number) in order to accept an application – this allows us to request the customer’s funds without delay.
"Accepting applications without full information can lead to unexpected delays for the customer and their IFA.”
Have your say
Have you had any difficulty placing business with providers recently? Contact FTAdviser editor Simoney Kyriakou on simoney.kyriakou@ft.com or leave a comment below.
NB: This article was updated after publication on Wednesday 21 to include the response from Scottish Widows.
