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FAQ's

your product



Q. How do I change my address?

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 list above 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.

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Q. How do I cancel my life cover?

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.

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Q. What is the value of my savings plan or single premium bond?

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.

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Q. How do I cash in my savings plan or single premium bond?

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.

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Q. How do I check the value of my child's child trust fund?

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
 

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Q. Who are Engage Mutual?

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

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Q. How do I change my bank details?

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

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Q. Where can I find a claim form for my health plan?

A. Claim forms can be found in the appropriate section of this website.

Please select your type of plan:

Engage Mutual health cash plan    

formerly PHSA - Medicaid health cash plan and Medicare private health insurance


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Q. Why haven't I received my policy documents?

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.

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Q. When will I receive my free gift?

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. 

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Q. Can I increase my life cover of my over 50s life cover plan?

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.

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