Pension Member Engagement with My Pocket Pension
Empower members to engage with their pension using Mantle’s award-winning My Pocket Pension app.
Keep reading to discover:
→ Why member engagement is still pensions’ biggest challenge
→ What’s the true cost of disengaged members?
→ Benefits of member engagement for members
Why member engagement is still pensions’ biggest challenge
For many Defined Benefit (DB) scheme members, the entitlement is real and the value is significant, but meaningful engagement remains low.
Most DB members don’t fully understand what they have, don’t interact with their pension regularly, and don’t feel confident making decisions about their retirement.
This is confirmed by the Department of Work & Pensions research on member engagement with workplace pensions, with members’ attitudes to pensions characterised by “detachment, fear, and complacency.”
Because DB pensions are complex—and complexity creates distance
For most DB scheme members, understanding what their pension actually provides isn’t straightforward. The language is technical, the calculations are unfamiliar, and without a clear connection to real-life outcomes, engagement simply doesn’t happen.
For members approaching retirement, that’s a missed opportunity that becomes harder to recover with time.
Because communications fail to cut through
Pension communications often rely on technical language and one-size-fits-all messaging. Granted, only 25% of men and 11% of women described themselves as “very confident” in their retirement savings and planning*.
This is especially challenging for members in more complex schemes, such as Defined Benefit (DB), where understanding what they have and what it means isn’t straightforward. Even the most well-intentioned communications can go unread.
Because taking action feels too daunting and difficult
Even when members want to engage, the path forward isn’t always clear. A lack of accessible pensions education, unclear next steps, and fragmented journeys create friction. Without simple guidance and timely prompts, members are left unsure what to do or why it matters.
What’s the true cost of disengaged members?
Not only does low member engagement affect outcomes, but it also creates ongoing challenges for pension administrators, trustees, and providers. When members don’t understand or interact with their pension, the burden shifts to the scheme.
Increased operational costs from queries that could be avoidable
When members can’t easily access or understand their pension information, they naturally turn to support channels for help.
High volumes of routine queries, such as balance checks, benefit explanations, and retirement options, consume time and resources. They increase servicing costs and limit capacity for more complex, value-added work.
Data gaps that impact communication and service delivery
Disengaged members are less likely to keep their details up to date, resulting in incomplete or inaccurate records. This leads to failed communications, additional manual follow-up, and inefficiencies that ripple across administration, reporting, and member servicing.
Higher exposure to regulatory scrutiny and risk
With increasing regulatory focus on member engagement, low engagement creates challenges in demonstrating that key information is being received and understood. This raises the risk of missed communications, poor decision-making, and greater scrutiny from regulators.
Empowering members through simple, intuitive engagement
My Pocket Pension app is designed to meet members where they are, making pensions easy to understand, access, and act on.
Members understand their pension with confidence
No jargon. No complexities. Members see their pension in plain English, with simple visuals and projections that help them understand what they have and what it means.
Members can access their pension anywhere, anytime
A seamless experience on My Pocket Pension puts pensions in members’ pockets, making it easy to check, track, and engage on their terms.
Members take informed action at the right time
Smart prompts encourage members to take meaningful steps, such increasing contributions or updating details, at the right time.
Members stays actively engaged
Interactive features and a modern interface transform pensions from a passive product into something members actively engage with.
Reducing admin burden while improving outcomes
When members are actively engaged, it makes scheme management more efficient and effective.
Admins handle fewer inbound queries and support requests
When members can easily find and understand information themselves, reliance on admin teams drops significantly.
Admins scale engagement without increasing workload
Automated journeys and in-app communications allow schemes to engage thousands of members efficiently without adding extra pressure and workload for admins.
Schemes strengthen compliance through better communication
Digital delivery and engagement tracking make it easier for schemes to ensure members receive and interact with key information. This strengthens governance and reduces regulatory risk.
Schemes maintain accurate member data with less effort
As a self-service tool, My Pocket Pension enables members to update their own details. This improves data quality and reduces the need for manual intervention and follow-up.
How Mantle has supported the Isle of Man Public Sector Pensions Authority Schemes in launching the digital administration services solution
Mantle Services has supported the Public Sector Pensions Authority (PSPA), a statutory board of the Isle of Man Government, in modernising how it delivers pension administration. Using Mantle’s award-winning software, PSPA has streamlined operations and improved service delivery for more than 20,000 members.
As part of the transformation, PSPA launched phase one of its member self-serve app, powered by Mantle’s award-winning My Pocket Pension app. Early feedback has been overwhelmingly positive:
- 92% of users chose the mobile app over the web portal
- 90% rated registration 4 or 5 out of 5
- 87% found it easy to check their benefits
- 93% rated overall usability 4 or 5
My Pocket Pension’s intuitive design and automated processes are reducing admin workloads while empowering members to manage their pensions independently, from checking benefits to updating details.
Features
Key Features of Mantle’s My Pocket Pension App
Verify details and register in <1 minute
Scan your personalised QR code and download the app from your smartphone’s app store. Once installed, open the app and scan your unique QR code again. The app will prompt you for your NI number, and will then ask you to select a 4-digit PIN for future access. No password or username needed.
Up to date transfer values
Transfer values on My Pocket Pension are automatically refreshed daily, making it easy for the member to view their details and saving strain on the administrator.
All the information you need
My Pocket Pension makes the complexity understandable including a simple presentation of the Scheme’s rules. Members have instant access to all their pension-related documentation including scheme and personal documents, payslips, and P60s.
Easy to communicate
SMS messaging engages the members and enables seamless, secure communication between members and administrators. Messages can be sent in bulk or at an individual level.
Want to find our more about how Mantle’s My Pocket Pension works?
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Frequently Asked Questions About Pension Member Engagement
1. What types of pension schemes do My Pocket Pension support?
Currently, My Pocket Pension is only available for Defined Benefit (DB) schemes, though we hope to extend this to Defined Contribution (DC) schemes once that capability is launched.
2. How long does it take to onboard members to the platform?
Once members verify their details, it takes less than one minute to register.
3. What happens if a member doesn’t have a smartphone?
If members don’t have a smartphone, they can still easily access My Pocket Pension for the web app using the same secure PIN and biometric login.
4. Is the data secure and GDPR compliant?
Member data is protected through a secure QR code registration process – once the app is installed, members verify their identity using their National Insurance number and set a personal 4-digit PIN, ensuring only they can access their account. On supported devices, biometric login (fingerprint or face ID) is also available, making access both secure and convenient.
5. Can we customise the app for our scheme’s branding?
Yes, My Pocket Pension can be fully branded to reflect your scheme’s own identity, including colours, wording and documents. Existing schemes will be pleased to know that the updated version retains all current branding automatically, with no changes required.
6. How does this reduce our admin team’s workload?
With My Pocket Pension, members can easily self-serve. This takes the burden off your admin team as members can manage their own personal details, increasing your teams’ capacity and improving efficiencies.