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Customer Information

Existing customers


All the information you need to help make managing your policies, plans and bonds even easier so you get the most out of them.

If you've got Over 50s Life Cover, a single premium bond or regular premium savings plan with us you can use our online service to view your policies and bonds at any time.

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We've compiled lots of useful information to help you manage your plans and investments:

» Formerly PHSA (Medicaid or Medicare plans)  

» Formerly ELL pensions  

» Over 50s Life Cover

» Over 50s Additional Support Services

» Savings and Investments

» Engage Mutual Health Cash Plan

» Child Trust Fund

As a mutual, we are owned by our customers so our focus is on generating profits solely for your benefit.

 

Service information

Online Assistance

We've created an online area to give our existing customers easy access to important information and guidance on common queries regarding their products. If you haven't already explored this area, then please have a look at the other tabs in this section.

Don't forget that if you hold an Over 50s Life Cover plan, Term Life Insurance policy, Regular Premium Savings plan or a Single Premium Bond you can log in to or register for the Engage Mutual Online Service.

 

Contacting us by phone

When you call our Freephone numbers in business hours, we won't ask you to press a series of buttons to get through to the right department. We'll put you straight through to the next available member of our call centre team.

In our call centre we aim to answer 80% of all the calls we receive within 35 seconds and between July and September on average we answered 98% within this target time.

Typically if you call us now your call will be answered in a similar length of time, although occasionally we may experience a higher volume of calls and take a little longer to answer.

 

Real time call centre information

We do not currently have any call centre data to present.

Out UK based call centre is open Monday to Friday 8am-8pm, and Saturday 9am-4pm.

 

Health Cash Plan claims

We understand the importance of getting your health cash plan claims paid quickly. So, as soon as we receive your completed claim form and original receipt we'll start processing it.

Our service level is to pay claims within 3 working days from receipt. During September 100% of claims were processed within this target time.

 

Life cover claims

When a loved one passes away, we understand that this can be a very difficult time for anyone. If things are complicated, our dedicated claims team are on hand to help you through some of the complexities that you may be facing for the first time.

Our claims form is designed with you in mind, and we have tried to make it clear and easy to complete. We aim to pay at least 70% of all claims within 21 days and realise that processing the claim as quickly and efficiently as possible is one of the best ways we can support you. Between July and September on average we have processed 74% of all claims within the target of 21 days.

Frequently asked questions

A. If you have a savings and investment product or over 50's life cover plan, you can change your address details using our online service, alternatively you can send us a change of address in writing. As each product requires specific information to be sent to us, please select your product from the existing customers tab for full instructions. If you are unsure of the type of plan you have, please call us on 0800 169 4321† or email us at mail@engagemutual.com .

A. If you wish to close your over 50s life cover plan, please write, enclosing the original policy schedule to :

Customer Service Department
Engage Mutual
Hornbeam Park Avenue
Harrogate
HG2 8XE

You should be aware that if you close your policy the plan has no cash in value, the life cover will cease and you will be unable to reinstate it at any point.

A. You can find out the value of your savings plan or single premium bond by using our online service, alternatively you can contact us on 0800 169 4321†.

If you require a surrender value for a former United Kingdom Civil Service Benefit Society with profits endowment policy, please contact us on 0800 169 4321†. This will then be issued in writing and posted to your home address.

A. If you wish to cash in a policy or bond, please send us signed instructions (with both signatures if it is a joint policy) along with your original schedule to:

Customer Service Department
Engage Mutual
Hornbeam Park Avenue
Harrogate
HG2 8XE

If you cannot find your original schedule please call us free on 0800 169 4321†, or  you can download the surrender form here and return this to the address above.

please note:
  • proceeds will be paid by cheque to the policyholder only

  • please be aware that cashing in may result in surrender penalties and/or Market Value Reduction being applied to your policy or bond.  If you would like to know more please call us for further information

  • if you surrender or partially surrender your bond at any time or surrender your policy before it has reached the end of its term, this may result in a Chargeable Event and you may incur a tax liability.

A. CTF statements are sent annually in September.  You will receive an annual statement if the value of the CTF is £300 or more, or if any subscriptions have been made within the last statement period.  If the value of the CTF is under £300 or if no subscriptions have been made in the last statement period, you will only receive a statement following the child's 4th, 10th and 15th birthday.  However, a statement is available on request at any time for all account holders.

If you wish to request a duplicate statement please contact us either:

      Child Trust Fund Department  
      Engage Mutual
      FREEPOST NEA 4568
      Harrogate
      HG2 7BR
 

A. In 2004, Engage Mutual became the trading name for Homeowners Friendly Society (HFSL). For more information on our organisation please see about us.

A. You can change your bank details and/or payment method over the phone by calling us on 0800 169 4321†.

A. Your policy documents may take up to 5 working days to arrive. If you have not received them within this period please call us on 0800 169 4321† and we will gladly look in to it for you.

A. We usually send out free gifts within 28 days of receiving your first premium. If you don't receive your free gift within 6 weeks, call us on 0800 169 4321† and we'll gladly look in to it for you. For further details please refer to the specific terms and conditions of your promotion. 

Yes, you can take out additional over 50s life cover plans to build up a bigger cash lump sum providing the total monthly premiums you pay on plans taken out after 1 January 2007 do not exceed £75.

How are you finding your online experience?

We are keen to hear what you think of the new format for our existing customer area? Use this form to share your thoughts today.

See our customer feedback in action to see how your input makes a real difference. If there's anything you think we could do better please let us know.

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Contact us

Can’t find what you’re looking for?

 

Call us on 0800 169 4321

 

or email us at  mail@engagemutual.com

 

or write to us:
Engage Mutual, Hornbeam Park Avenue, Harrogate, HG2 8XE

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Another benefit for you...

If you are a customer you can also apply to receive funding from the Engage Foundation.

We've put aside £1m over 5 years exclusively for our customers to help make things better. So whether you want to give your family a helping hand or support a larger community project, we're here to help.

find out more ►

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