The pensions industry must ensure digital transformation does not leave some savers behind, a paper by the Society of Pension Professionals (SPP) was warned.

The paper, Pensions in a Digital World: Embedding Inclusion, highlighted the growing role of online member portals, mobile apps, pensions dashboards and artificial intelligence (AI) in pension provision, arguing that inclusion should be treated as a fundamental “design principle” rather than an afterthought.

While recognising the potential for technology to improve engagement and support better retirement outcomes, the SPP warned that digital exclusion could result in lower member engagement, poorer outcomes and increased vulnerability to scams and fraud.

The paper said that digital exclusion extends beyond internet access to issues such as disability, affordability, language barriers and digital confidence.

It added that digital inclusion should be treated as a strategic priority, rather than a compliance exercise.

The paper also set out recommendations for trustees, providers, regulators and policymakers, including embedding inclusive design into digital services, maintaining alternative channels for members who need them, simplifying communications, improving accessibility, adopting sensible identity verification processes, and using AI responsibly.

SPP digital inclusion working group chair, Mamunul Wahid, said: "Digital technology has enormous potential to transform how people engage with their pensions, but innovation must go hand in hand with inclusion.

“If we design digital services around the needs of the widest possible range of scheme members, we can improve engagement, build trust and help deliver better retirement outcomes for everyone.

“The challenge is not simply to make pensions more digital, but to make them more accessible.”

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