This could be due to a couple of things.
Firstly, what type of pension has the client got? If it is an Income Drawdown plan, then this option is not currently available for this type of product.
Secondly, is the client looking to take their pension benefits immediately? If yes, when looking at the Action, ensure that the 'When required' is set to 'Immediate'.
Thirdly, when requesting the quote, you will need to select 'Specify Income rate' and then use the 'Get quote' button:
If you still can't get the annuity rate, please contact the EV Support Desk.