existing customers - savings and investments

There a number of different ways you can inform us of your change of address:

online

Once registered, you can login to our online service and change your address.

in writing

If you prefer to inform us in writing, please write to:

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

....and provide us with the following information: 

• name

• policy/bond numbers

• previous address details

• new address details 

• details of your children who have policies with us and are also affected by the change of address

Please ensure the letter is signed by all policy holders aged 16 or over who are affected by the change.

by phone

Please call our UK based customer service team FREE on 0800 169 4321†

If you need to advise us of a change either to your or your child’s name please inform please write to:

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

....enclosing a copy of one of the following documents as appropriate:

• marriage certificate

• divorce documentation

• deed poll

• birth certificate

• adoption order

Please ensure the letter is signed with both the old and new signatures and by all policy holders aged 16 or over.who changing their names.

If you change your bank account it is important to let us know as soon as you can to ensure your premiums are up to date.  Just call our UK based customer service team FREE on 0800 169 4321†.

It is important that your premiums are kept up to date – if you have missed a premium please contact us as soon as you can to discuss your options. Just call our UK based customer service team FREE on 0800 169 4321†, who will be happy to help.

Missed premiums can affect the status of a policy, for example, it could result in the policy being made paid up (see below), surrendered and affect the life cover. If this happens before the first year's premiums have been paid then you may not get anything back.

A policy can be reinstated within 12 months of the due date of the first unpaid premium, however all unpaid premiums must be paid in full within the 12 month period.

paid up

If the first year's premiums have been paid and a minimum value achieved then a policy can be made 'paid up'.  This means that no further premiums need to be paid. In the case of a unit linked policy this will remain invested in its investment fund, will continue to be revalued. In all cases, charges may also continue to be applied.

What you get back when you eventually surrender a paid up policy depends on the performance of the underlying investment fund, which is not guaranteed and you could get back less than has been paid in.  There may also be a tax liability if the policy has been made paid up within the first ten years or three quarters of its initial term.

If you wish to surrender 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 locate your original schedule please call our UK based customer service team free on 0800 169 4321† who will be happy to help.

Please be aware that there may be surrender penalties and/or Market Value Reduction applied on the early closure of a 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.

lump sum investment bonds

You can make regular withdrawals provided you have invested a minimum of £2,000 and any withdrawl does not reduce the value of the bond to below £1,000.

Making any withdrawals will reduce the value of your investment.  If the rate of withdrawal is higher than the rate of growth on your bond this will reduce the value possibly to below the original investment.

Making regular withdrawals from the outset will erode your capital before it has had a chance to achieve any growth.

Please note that any withdrawal could have tax implications resulting in a tax liability. Making partial or total withdrawls could result in the loss of some or all of the higher personal age allowance. In the case of some bonds there may also be a penalty applied for partial or total withdrawal in the first 5 years. For more information, please refer to your product literature or call us FREE from UK landlines on 0800 169 4321†.

If you wish to make a one off withdrawal from your bond please send us signed instructions specifying the amount you wish to withdraw to:

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

If you wish to make regular withdrawals from your bond please send us signed instructions along with:

• details of the bank account you wish the proceeds to be paid to

• a recent bank statement, cancelled cheque or paying in slip showing the sort code, account number and name on the account you wish the proceeds to be paid to

• the total value you wish to withdraw and the frequency (monthly, quarterly, half yearly or yearly) 

regular savings policies

After all premiums have been paid some regular savings policies allow a partial withdrawal provided this will not reduce the value of the policy below £200.

Please call our UK based customer service team FREE on 0800 169 4321† if you would like any further information.

The time may come when your loved ones need to tell us they are making a claim.  It is important that they notify us of your death as soon as possible. They can do this either by calling our UK based customer service team FREE on      0800 028 1112†or by writing to:

Claims Department
Engage Mutual
Hornbeam Park Avenue
Harrogate
HG2 8XE

To process the claim as quickly and efficiently as possible we will need to see the original Death Certificate or a certified copy. We will send a claim form to the person(s) entitled to claim under the policy once we have received the death certificate.

On receipt of the completed claim form together with any other documents requested, we will then process and pay the claim as quickly as possible.  All original documents will then be returned.

Please make sure you retain the policy documents in a safe place and let your next of kin know where to find them.

If your next of kin is unable to locate the policy documents they can call us FREE on 0800 169 4321†

We've included contact details for a range of organisations which may be useful:

Directgov - Registering a death

For guidance on the registration of deaths in England & Wales. 

General Register Office for Scotland

For guidance on the registration of deaths in Scotland.

Tel: 0131 334 0380

http://www.gro-scotland.gov.uk/regscot/registering-a-death.html

General Register Office (Northern Ireland)

For guidance on the registration of deaths in Northern Ireland

Tel: 02890 252000

http://www.groni.gov.uk/

Directgov

For guidance on money, taxation and benefits.

http://www.direct.gov.uk/en/MoneyTaxAndBenefits/Taxes/index.htm

HM Revenue & Customs

For information on taxation and benefits.

Tel: 0845 302 0900

http://www.hmrc.gov.uk/individuals/index.shtml

Department for Work and Pensions

For help on State benefits.

Tel: 0845 60 60 265

http://www.dwp.gov.uk

Probate Office

For information on Grants of Representation and to apply.

Tel: 0845 302 0900

http://www.hmcourts-service.gov.uk/infoabout/civil/probate/index.htm

Co-operative Legal Services

For free initial advice and support for you when someone has died.

Tel: 0800 093 0560

http://www.co-operative.coop/legalservices/Probate/Free-Probate-Advice--Support-/

If a power of Attorney or a Court of Protection Order has been granted then please send us the original, or a certified copy, of the Power of Attorney or Court of Protection document to:

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

We may require proof of identity of the individuals involved.  A list of common acceptable forms of identification can be found here.

For more information please feel free to call our UK based customer service team on 0800 169 4321†.

If you have assigned your policy please notify us of the details, including to whom and when it was assigned.  You can do this by calling our UK based customer services team FREE on 0800 169 4321† or writing to:

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

We may require proof of identity of each of the assignees. A list of common acceptable forms of identification can be found here.  

Before you place a policy in trust you should seek professional advice.

Once the trust has been set up please send us the original, or a certified copy, of the Trust Document to:

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

We may require proof of identity of each of the Trustees. A list of common acceptable forms of identification can be found here.

For more information please feel free to call our UK based customer service team on 0800 169 4321†.

When your child approaches the age of 16 you will receive a letter through the post up to 8 weeks prior to your child’s 16th birthday. The letter will ask you and your child to sign it and update their personal details.

When this is returned to us we will update your child’s records with any amended details. If the letter is not returned to us it may result in delays to any policy changes or closure requests at a later date.

When your child reaches the age of 16, control of the policy passes to them which means that all correspondence is sent directly to them and they alone will be able to give instructions, access information and make changes to the policy (including closure).

If you wish to change the parent or guardian in respect of a child's policy it is dependant upon the circumstances. Ordinarily we need the existing registered parent or guardian's agreement to the change. Please call our UK based customer service team FREE on 0800 169 4321†for more information.