Moving overseas to enjoy retirement sounds like a dream for many, but it comes with some unexpected hurdles — especially when it comes to receiving your pension.

Steve, a 73-year-old British man living in the Philippines for over 15 years, recently shared his frustrating experience with private pension payments and slow postal systems.

The Monthly Pension That Sometimes Doesn’t Arrive

Steve receives a modest private pension of just under £70 every month from Hannover Re, a UK-based company.

To keep his payments flowing, he occasionally has to fill out and send back a Proof of Life Certificate.

The trouble is, the postal service in the Philippines is notoriously slow, sometimes taking months for important letters to arrive.

When his pension payment didn’t show up for May 1st, 2025, Steve was understandably worried.

After calling Hannover Re and emailing them, he was told they would get back to him within 10 working days — a wait time he felt was far too long, especially since he depends on this money.

Why Not Just Use Email Instead of Slow Snail Mail

Steve raised a very reasonable question: shouldn’t the pension company be legally required to send important documents on time?

And why can’t they just email the forms instead of relying on slow postal services? He was also frustrated that his payments were suspended without any prior notice.

In response, Steve explained he had asked Hannover Re to contact him by email or phone going forward, but this issue had still happened again.

He wondered if other expats living abroad might be facing the same problem.

Steve Webb Weighs In on Pension Problems for Expats

Steve Webb, former pensions minister and expert at This is Money, acknowledges that problems with stopping payments and slow postal delivery are common complaints among British expats receiving pensions overseas.

Thankfully, Steve managed to get his latest payment reinstated after a phone call and security checks — and without having to send a paper Proof of Life form.

This raises the question of why pension providers can’t simply request a phone confirmation or email proof from overseas customers instead of relying on mail.

Pension Provider’s Response and Improvements

Hannover Re initially told Steve that technical limitations prevented them from emailing forms individually.

However, they recognized the postal service’s unreliability in some countries and now say they will start sending reminders by email as well.

They emphasized that proof of life is a contractual requirement to avoid paying pensions to deceased policyholders.

Because UK electronic screening services aren’t available abroad, they usually send multiple postal reminders before suspending payments.

But going forward, they aim to improve the process to reduce such delays.

Another Challenge With Changing Address Documents

Steve also raised another issue with Aviva, a different insurance company, when he wanted to update his address.

Aviva required a certified passport copy and proof of address rather than just accepting a signed letter — a costly and inconvenient demand for someone living abroad.

Aviva explained this strict process is standard across the industry to protect customers’ funds and data from fraud.

Documents sent from overseas are more vulnerable to forgery, so they require certification by a trusted individual and verify those certifications carefully.

Protecting Expats While Facing Unique Challenges

While these measures may feel frustrating to expats like Steve, companies face real challenges in making sure payments go to the right people and aren’t fraudulent.

Still, it’s encouraging that Hannover Re is updating its processes to help customers abroad avoid these headaches in the future.

How to Get Help With Your Pension Questions

If you’re struggling with pensions or want advice about saving and retirement finances, Steve Webb answers questions regularly in his This is Money column.

While he can’t respond to every query or give personal financial advice, he offers helpful insights for many readers.

You can email Steve at pensionquestions@thisismoney.co.uk if you have a question.

For free pension support, the Government-backed MoneyHelper service is also available at 0800 011 3797.f