Aegon has acknowledged there is a "mountain to climb" to regain adviser confidence and work to be done to improve contact-centre waiting times for advisers, following its migration of Cofunds clients to the new Aegon platform.
Advisers and clients alike have reported extended waiting times with Aegon's contact centres while trying to get help to solve a number of issues in the aftermath of the Cofunds re-platforming move, which saw 400,000 savers switched onto the new platform in May. Aegon said call centre waiting times for clients were back to normal levels but "further action" needed to be taken to improve waiting times for intermediaries. It also said progress was required on the times it takes the company to respond to email enquiries and transfers, while it has further processes planned, including the...
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