service information

online assistance

We have created a specific 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, please have a look around.

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 November 2012 and January 2013 on average we have answered 96% 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.

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 January 2013, 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 November 2012 and January 2013 on average we have processed 79% of all claims within the target of 21 days.