We’ve listed the most frequently asked questions in this section to help provide you with an answer quickly.
If your policy is in one of the following formats, the frequently asked questions below may help you get the most out of your policy:
| Any number from 1 to 99999 | 208xxxxx | 50xxxxxx |
| 5xxxxx | 209xxxxx | 2000xxxxxx |
| 6xxxxx | 21xxxxxx | 600xxxxxxx |
| 207xxxxx |
Ad-hoc and quarter-end valuations can be obtained from Wealth Interactive.
We have created a user guide to help you create a valutation statement, click here.
Wealth Interactive is our award-winning extranet available to policyholders, financial/fund advisers and Corporate Trustees to enable them to obtain information and submit many transactions online quickly and easily.
What policies can be viewed on Wealth Interactive?The policy types accessible via Wealth Interactive are those Portfolio Bonds which were previously sold by Royal Skandia/Skandia International/Old Mutual International/Quilter International. In addition, any policy types sold by Utmost International which were originally policies sold by Quilter International.
Are there any plans to make all Utmost International products available via Wealth Interactive?There are no immediate plans to do this. Policies will continue to be available via the online systems/access that were in use in November 2021 until otherwise confirmed.
How do I use Wealth Interactive?Wealth Interactive is an intuitive system to use. We now have tens of thousands of users registered for the service which is available 365 days of the year.
However, we know that you can sometimes need some help with using this service. This is why we have created some user guides:
| For financial advisers | For Corporate Trustee | For Policyholders |
|---|---|---|
| Create a new client and submit new business | Administration | Approving transactions |
| Dealing | Dealing | Withdrawals – 3-step guide |
| Submit top up | Approving transactions | Submit a deal – 3-step guide |
| Withdrawals | Withdrawals | |
| Transaction history, valuations and data downloads | ||
| Firm administration (for Master Users) | ||
| Produce and illustration |
We can send you a reminder.
Go to the Wealth Interactive login page and select ‘Forgotten your username’. Enter your email address and we will then email your username to you.
How do I reset my password on Wealth Interactive?It’s likely that your registration link has expired, as they are only valid for 90 days. Please contact us and we will send you a new registration email.
Why can’t I sign into Wealth Interactive, even though I’m using my correct username and password?It may be that you have bookmarked the page on our website where you enter your username and password. There are security features which will prevent you from signing in this way.
You can access Wealth Interactive from the login page.
Why haven’t I been sent a username and password to access Wealth Interactive?For security reasons, we do not generate usernames or passwords when you register for Wealth Interactive. You will be sent a registration email which contains a link that you can use to start the registration process.
You will be asked to set a username, password and three security questions of your own choice. It is important that the answers to your security questions are true and memorable as we do not have access to these questions, and you will need to be able to answer them should you forget your username or password in the future.
Why haven’t I received my registration email for Wealth Interactive?Sometimes your email provider or the security settings on your email server will mean that you will not receive the email. The first thing you should do is check any spam/junk filters that you use and check your spam/junk folder. If you cannot find the email in your inbox, deleted items or your spam/junk folder, please contact us.
Why have I received an email telling me to change my Wealth Interactive password?For security reasons, you need to update your Wealth Interactive password every 365 days. If you have received an email, this means your password is due to be changed. The email will not contain a link to change your password. Instead, visit the login page of Wealth Interactive and you will be prompted to change your password when you attempt to sign in.
How long are documents and correspondence stored on Wealth Interactive?There is currently no time limit on how long documents will be stored on Wealth Interactive.
However, if a policy number does not start with ‘6000’, only documents dated from 2014 onwards will be available to view online. If you require any documents issued before 2014, please contact us.
How can I view the history of transactions for a policy on Wealth Interactive?Navigate to the relevant policy on Wealth Interactive. Then select ‘View Transaction History’. You can then see all transactions for a specific date, including debits and credits.
If the policy number does not begin with ‘6000’, only transactions that took place from 2014 onwards will be available to view online. If you want information on transactions that happened before 2014, please contact us.
The fund settlement date has passed, where do I find a contract note on Wealth Interactive?The settlement dates shown in ‘transaction tracking’ on Wealth Interactive are estimated, based on information given to us by the fund managers. If the settlement date has passed and the contract note is not available, please contact us, as we may still be waiting for the contract note from the relevant fund manager.
Why doesn’t the ‘Select a task’ drop-down box in Wealth Interactive show a full list of options?You may have selected the drop-down box on the homepage, which only provides the option to ‘Change password ‘and ‘Change address’.
You need to select your policy and then select the drop-down box under ‘Select a task‘. The full list of options for the policy will then appear.
Why can’t I see a Unit-Linked/Heritage policy sold by Royal Skandia/Skandia International/Old Mutual International/Quilter International on Wealth Interactive?
Wealth Interactive only allows you to view portfolio bonds online. There are some policies which would need to be accessed via different extranets:
To view these non-portfolio bond policies online, register or login to use the Online Service Centre. Please visit the login page.
The Online Service Centre replaced Insite, Client Centre and the Quilter International Ireland extranets in 2022.
Utmost International only accepts applications submitted via financial advisers. Financial advisers are able to provide guidance on the products offered by multiple product providers in order to help you make an informed choice on the most appropriate product available to suit your needs. Financial advisers will also be able to talk to you through different investment options and assist with the paperwork requirements.
As a financial adviser, how can I obtain an illustration?Illustrations can be generated on Wealth Interactive for those Portfolio Bond policy types which were sold by Quilter International and which still remain open to New Business. By producing the illustration on Wealth Interactive, you will be able to easily make changes to an illustration in order to provide projections based on different circumstances.
Additionally, you can turn an illustration into an application which saves time as the majority of the application will then be pre-populated.
If you require any assistance with generating an illustration or obtaining an illustration for a product which is not available for illustrations on Wealth Interactive, please contact your regional Sales or Sales Support/Welcome team contact.
As a financial adviser, how can I submit new business and/or top-ups to Utmost International?Applications for our portfolio bond products which were previously sold by Quilter International and which remain open to new business can be submitted either via Wealth Interactive or by using an editable pdf form. Using Wealth Interactive for top-ups saves considerable time as much of the information is stored in our systems and doesn’t need to be re-keyed by you. New Business applications submitted on Wealth Interactive are often cleaner as certain fields are mandatory and cannot be missed. In both scenarios, Wealth Interactive can help your client be invested sooner.
As there can often be additional forms required when submitting an application to facilitate different investment and trust options, we would strongly recommend that you contact your regional Sales or Sales Support/Welcome team contact for assistance prior to submitting your application.
The quickest and easiest way to make a withdrawal is through Wealth Interactive.
For most policy types, you can request one-off withdrawals (including individual policy segment surrenders), regular withdrawals and full surrenders online.
Alternatively, your financial adviser can handle the admin process by instigating one-off withdrawals (including individual policy segment surrenders) and then arranging approval from you.
Your financial adviser can give you ‘view-only’ access to the online service. This enables your financial adviser to provide you with full support and prevent instructions being submitted without advice having been provided. Where view-only access is in place, you will not be able to use the online service to request a withdrawal instruction though you will be able to approve any instructions which your financial adviser has submitted to you to approve.
We always recommend that you speak to your financial adviser before deciding to withdraw any money, or surrender a policy.
How long will my withdrawal take?The amount of time your withdrawal takes will depend on whether you request it online or using a paper form. Online requests can be processed much quicker. It also depends on the assets you choose to sell as they may be subject to notice periods before they can be sold, which is outside of our control.
Online
Wealth Interactive asks you for all the information needed to process the request – reducing potential delays and the need for us to contact you. Submitting your request online enables us to place the asset sales immediately.
Paper application
Email or instructions by post will be allocated to our payments team and join the processing queue. If we need to ask for more information due to incomplete, inaccurate or illegible information, the request may be delayed.
To process your request, we will often be required to deal with multiple fund managers and custodians across a number of different markets. Whilst we aim to complete all requests as quickly as possible, sometimes issues outside of our control can cause delays. We anticipate the proceeds will be available in your chosen bank account within 45 days. Please note that a pension transfer can take longer to complete.
However, the length of time depends entirely on the assets chosen to sell and their particular dealing cycle. No money will be paid until the last asset has sold. That’s why it is important to submit your request to us in the quickest way possible using our online service, Wealth Interactive.
How do I notify you of a death and make a life assurance claim?If you need to make a claim on a life assurance policy because someone has died, the first step is to contact us. We’ll give you the support you need to make the process as straightforward as possible. First, we’ll send you a claim form for you to complete, and talk you through what happens next.
What happens when you contact us?
To begin with, we will need your details and the policy number for which you wish to make a claim. We’ll talk you through the process and let you know what we will need from you. Here are some of the things you can expect us to ask:
Who can make a claim?
Policyholders, nominated beneficiaries or the executors/administrators of the estate can contact us about making a claim.
The death certificate
You will need to send us an original death certificate or a certified true copy of the death certificate.
A Coroners Certificate of The Fact of Death may be acceptable in certain circumstances.
Scottish death certificates
Swedish death certificates
If you intend to send certified copies these can be certified by your financial adviser (if they are registered with Utmost International), a notary public, commissioner of oaths, lawyer or an accountant.
Where do I send the death certificate?
Please post the original death certificate or a certified true copy to the following address: Utmost International, King Edward Bay House, King Edward Road, Onchan, Isle of Man, IM99 1NU
One of the many benefits of submitting a withdrawal instruction via Wealth Interactive is that the process includes an indication of how much can be withdrawn from a policy as part of the withdrawal process.
Alternatively, in order to find out the exact amount that can be withdrawn without a full surrender being required, please contact us and we will calculate this for you.
The quickest and easiest way for customers, financial advisers or fund advisers to submit a dealing instruction, is through Wealth Interactive.
A fund adviser can be appointed to the policy which will delegate the placing of dealing instructions to them. Only the appointed fund adviser will then be able to use the online dealing functionality.
Financial adviser can give their client ‘view-only’ access to the online service. This enables the financial adviser to provide full support to the client and prevent instructions being submitted without advice having been provided to them. Where view-only access is in place and there is no fund adviser appointed to a policy, financial advisers will be able to input an instruction and then arrange for approval from the policyholder(s).
Utmost International will process all dealing requests within 24 hours of receipt, However, fund cut-off times will vary depending on the fund managers dealing criteria.
Please contact the fund manager or use the fund manager’s website to obtain this information.
We always recommend that policyholders speak to their financial adviser before buying, selling or switching investment funds.
Please complete our ’Change of financial adviser’ form and scan and email it to [email protected] or post the original form to the following address: Utmost International, King Edward Bay House, King Edward Road, Onchan, Isle of Man, IM99 1NU.
How can I give someone authority to information on my policy?We require a signed request from all policyholder/trustee’s. Please write your request and scan and email it to [email protected] or post the original form to the following address: Utmost International, King Edward Bay House, King Edward Road, Onchan, Isle of Man, IM99 1NU.
How do I appoint a fund adviser or discretionary asset manager?Please complete the relevant form below and then scan and email it to [email protected] or post the original form to the following address: Utmost International, King Edward Bay House, King Edward Road, Onchan, Isle of Man, IM99 1NU.
| Renewal commission / RDR fees (generate 8 weeks after quarter end and then payments are released on the next available payment date for the financial adviser, depending on their payment frequency) | |||
|---|---|---|---|
| Quarter | Months | Quarter end | Generates in |
| 1 | January, February, March | 31st March | June |
| 2 | April, May, June | 30th June | September |
| 3 | July, August, September | 30th September | December |
| 4 | October, November, December | 31st December | March |
| Fund adviser / Discretionary asset manager fees (generate 2nd Friday after quarter end and then paid the Monday and Tuesday after) | |||
|---|---|---|---|
| Quarter | Months | Quarter end | Generates in |
| 1 | January, February, March | 31st March | April |
| 2 | April, May, June | 30th June | July |
| 3 | July, August, September | 30th September | October |
| 4 | October, November, December | 31st December | January |
The quickest and easiest way for customers to change their address or personal details, is through Wealth Interactive.
Alternatively you can complete our ‘Client information and change of details‘ form. You will need to include proof of the new address, dated within the last six months (for example original utility or telephone bill. Please note mobile phone bills are not acceptable). If you would like to provide a photocopy of the documents, it must be a certified true copy.
If you intend to send certified copies these can be certified by your financial adviser (if they are registered with Utmost International), a notary public, commissioner of oaths, lawyer or an accountant.
Utmost PanEurope dac policyholders
If you have moved out of the EU, including if you have moved to the UK, we require a Declaration of non-residence from the Irish Tax Revenue to prevent the potential of any Irish tax being applied to payments from your policy.
Where do I send my form?
Please complete, then scan and email to [email protected] or post the original form to the following address: Utmost International, King Edward Bay House, King Edward Road, Onchan, Isle of Man, IM99 1NU.
Assignment of ownership can be complex. Before proceeding we would strongly recommend you seek tax and legal advice.
Assigning the ownership of a policy may be performed via a deed of assignment. This is a formal legal document usually drafted by a legal adviser. However, Utmost International has draft deeds of assignment to assist in some general situations.
General assignments – For policies under the law of England, Wales and the Isle of Man
This deed allows you to assign a policy in the following scenarios:
For policies issued under the law of any other countries not listed above
Please call us or email us. Our details can be found on the contact us page.
Assignments to or from a company
All corporate documents are required prior to assignment.
Assignments to or from a corporate pension trustee
All relevant due diligence is required.
Assignments to a resident in Africa
ID and proof of residency is required before the assignment is noted.
If the policy is a European Wealth Bond or French Executive Portfolio and there is a discretionary asset manager appointed
This agreement continues following the assignment according to the policy terms.
If the policy has an outstanding Fixed Account Loan
A policy with an outstanding Fixed Account Loan cannot be assigned. Assignment cannot be noted until the fixed account loan is either converted to a withdrawal or paid back. If the policyholder wishes to convert to a withdrawal, we require confirmation in writing from the assignee and the deed must be returned and be dated after the request to convert the Fixed Account Loan Withdrawal. Upon repayment of the loan the deed must be returned as it cannot be dated until after the payment has been received.
Loan Trust
Loan Trusts can be assigned without receiving a waiver as this is a private agreement between those party to the trust.
Offshore Collective Investment Bonds
Require a Client Information Form (CIF) to be completed.
Important: Utmost International can accept no legal responsibility for the content or effect of any assignment deeds we may provide. It is strongly recommended that any person making use of such a deed should first ensure that their own professional advisers are satisfied that it will achieve the intended objectives.
To support an assignment, we may need additional documentation/information for those being added (assignee) and for these being removed (assignor):
Minimum requirement for an assignee and assignor (if not already on file):
If you intend to send certified copies these can be certified by your financial adviser (if they are registered with Utmost International), a notary public, commissioner of oaths, lawyer or an accountant.
Where do I send my form?
Please complete, then scan and email [email protected] or post the original deed of assignment form to the following address: Utmost International, King Edward Bay House, King Edward Road, Onchan, Isle of Man, IM99 1NU.
We require sight of the document which appoints the attorney(s).
The document must be:
Where the power of attorney relates to a trustee of a trust;
Please complete the relevant form below and then scan and email it to [email protected] , or post the original form to the following address: Utmost International, King Edward Bay House, King Edward Road, Onchan, Isle of Man, IM99 1NU.
We cannot note the appointee under any of the following circumstances:
Utmost International Isle of Man Limited policies
Please note:
Please use the correct form:
Utmost PanEurope dac policies
Please note: A beneficiary nomination made for a Utmost PanEurope dac policy can only use the Utmost PanEurope dac form where the policyholder is the sole life assured.
For French Executive Portfolio
Please note: A beneficiary nomination made for a Utmost PanEurope dac policy signed in Belgium and France for the French Executive Portfolio can be ‘accepted’ by the nominated beneficiary, which makes the nomination irrevocable.
If your policy begins with 7, 8 or 9 and has 6 digits (not including any 0s) or starts with E01, E02 or E03, the following frequently asked questions may help you get the most out of your policy. If you have any further queries, please contact us.
You can either call us or email us to request a unit history. Be sure to include ‘Unit history request’ in the subject heading of your email.
| UK and Europe | +44(0)1624 655555 [email protected] |
| Hong Kong | +852 3552 5888 [email protected] |
| Singapore | +65 6216 7990 [email protected] |
| Middle East and Africa | +44(0)1624 655555 [email protected] |
You can either call us or email us to request the surrender value of your policy. Be sure to include ‘Policy surrender value request’ in the subject heading of your email.
| UK and Europe | +44(0)1624 655555 [email protected] |
| Hong Kong | +852 3552 5888 [email protected] |
| Singapore | +65 6216 7990 [email protected] |
| Middle East and Africa | +44(0)1624 655555 [email protected] |
There could be a number of reasons why your policy has dropped in value, such as:
Unit-Linked Offshore Life Assurance Contract
If your policy begins with 7,8 or 9 and has 6 digits (not including any 0’s) or starts with E01, E02 or E03, your policy is classed as a Unit-Linked Offshore Life Assurance Contract.
Note that this is not a pension plan but a long-term investment plan with a selected term of your choice. Often this runs in parallel with your retirement date.
Where can I get a copy of my policy Terms and Conditions?
Please email us for a copy of your policy Terms and Conditions.
| UK and Europe | [email protected] |
| Hong Kong | [email protected] |
| Singapore | [email protected] |
| Middle East and Africa | [email protected] |
You will be able to find out this information using the policy documents you were provided with when you took your policy out.
You can call us, and we can give you the information you need. We will need to ask you some security questions when you call, so it may help to have a recent statement to hand.
| UK and Europe | +44(0)1624 655555 |
| Hong Kong | +852 3552 5888 |
| Singapore | +65 6216 7990 |
| Middle East and Africa | +44(0)1624 655555 |
For both options above you can:
The normal ‘missed premium servicing charge’ referred to in your policy terms, as a contribution servicing charge, will be waived if you decide to stop or miss any regular premiums during the extended saving period.
How can I surrender/take a withdrawal from my policy?We suggest you seek financial advice before submitting a surrender/withdrawal request as early encashment charges could apply.
To surrender or make a one-off withdrawal you will need to complete the ‘Request for withdrawal, surrender or maturity form’. Please complete the form in full and return to [email protected] .
Please note additional requirements may be needed if these are not held on file, this could include original or a certified copy of your ID, in the form of a passport/driving license and original or certified copy of your address evidence, in the form of a recent utility bill/bank statement.
Additional requirements maybe required once a full file review has been carried out.
If you intend to send certified copies these can be certified by your financial adviser (if they are registered with Utmost International), a notary public, commissioner of oaths, lawyer or an accountant. Certification must include the following wording:
I certify this document to be a true copy of the original seen by me. The certifier should include the following details:
Full name (in capitals)
Signature and date
Company name and position within the company
Contact details
Please complete our ‘Client information and change of details form‘. You will need to include proof of this new address, dated within the last six months (for example original utility or telephone bill. Please note mobile phone bills are not acceptable). If you would like to provide a photocopy of the documents, it must be a certified true copy.
If you intend to send certified copies these can be certified by your financial adviser (if they are registered with Utmost International), a notary public, commissioner of oaths, lawyer or an accountant. Certification must include the following wording:
I certify this document to be a true copy of the original seen by me. The certifier should include the following details:
Full name (in capitals)
Signature and date
Company name and position within the company
Contact details
Utmost PanEurope dac policyholders
If you have moved out of the EU, this now includes if you have moved to the UK, we require a Declaration of non-residence from the Irish Tax Revenue to prevent the potential of any Irish tax being applied to payments from your policy.
Where do I send my form?
Please complete, then scan and email, or post the original form to the following address:
Utmost International
King Edward Bay House
King Edward Road
Onchan
Isle of Man
IM99 1NU
| UK and Europe | +44(0)1624 655555 [email protected] |
| Hong Kong | +852 3552 5888 [email protected] |
| Singapore | +65 6216 7990 [email protected] |
| Middle East and Africa | +44(0)1624 655555 [email protected] |