Yes. 37% of UK savers have asked an AI tool about their pension, rising to 60% of 25–34-year-olds, according to Heywood’s latest Pension Pulse research. Members want quick, clear answers. Schemes that make their own information clear and easy to find are best placed to make sure those answers are right.
How many people use AI to ask about their pension?
More than a third of savers have already asked an AI tool such as ChatGPT about their pension. In the recent issue of Pension Pulse, 37% said they had done so.
Younger members lead the way: 60% of 25–34-year-olds have asked AI about their pension. For many of them, an AI chat is now as natural a first step as a search engine. It is often more natural than a call to their scheme.
Wider research shows the same trend. In Lloyds Banking Group’s Consumer Digital Index (November 2025), 56% of UK adults said they had used AI to help manage their money in the past year. Of those, 39% used it for future planning, such as pension information.
Source: Heywood Pension Pulse 2026. A survey of 2,000 UK consumers holding many different pensions, conducted by Censuswide.
Why are members turning to AI for pension questions?
AI tools give members three things that traditional pension communications often don’t: speed, availability and simple explanations. A member can ask a question at 10pm, in their own words, and get an answer in seconds.
The research suggests plain language matters most. In Pension Pulse 2026, 47% of savers said jargon makes their pension communications hard to understand. When a letter or statement leaves a member unsure, asking an AI tool to explain it is an easy next step.
The main risk is that members get a general answer to a personal question. AI tools can explain how pensions work in general, but they have important limits:
There is a security angle too. In the recent issue of Pension Pulse, 20% of savers said they had received a pension communication they suspected was a scam. And when members look for answers in many different places, it gets harder to tell which ones they can trust. Quick, responsive, understandable answers are easy to trust. Even if they are wrong.
Members asking AI is a signal, not a threat: they want to understand their pension. The opportunity for schemes is to become the clearest, most trusted source of that understanding, so members get the right answer first time.
“Members asking AI about their pension tells us they want to understand it. The job for schemes is to make sure the clearest, most accurate answer comes from the scheme itself, in words members understand, at the moment they need it.”
Chris Connelly, Chief Strategy Officer, Heywood
There is a second reason to act. AI tools draw on what is published online. Clear, accurate, question-led information on a scheme’s own website is more likely to be found and cited.
37% of UK savers have asked an AI tool about their pension, according to Heywood’s Pension Pulse research.
Younger savers. 60% of 25–34-year-olds have asked an AI tool about their pension, compared with 37% of savers overall.
AI tools can explain general pension concepts, but they don’t know a member’s scheme rules or benefit figures, and they aren’t regulated advice. Members should check figures and decisions with their pension scheme.
Publish clear, accurate answers to common member questions on your own website. Use question-style headings with a direct answer underneath and keep the information up to date.
Download Pension Pulse 2026 to see what UK savers told us about understanding, video, AI and scams. To see how Heywood helps schemes give members clear answers, book an Engage demo.