General FAQs

Many of our products allow our customers, advisors and trustees to access details of their accounts online. 

To find out if your product has an online service centre, please search here.

If your product is not on this list, unfortunately you will not be able to access your information online at this time. We are constantly enhancing our digital offerings for our customers and hope to make all products available in the future. 

Please view your product page if you require details of your policy, search here, using your policy number or product name.

Search here to be directed to instructions on how to register to each product’s online service. 

Please see the online service centre page of your product for details on how to obtain your username or password.

Utmost International only accepts applications submitted via a regulated financial adviser. 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.

Our current product offering brochures and information can be found by selecting the required country here.

Additionally, the EU PRIIPs Regulation requires distributors to provide prescribed key information to clients prior to the client subscribing for a product to assist them in comparing products and in making an informed investment decision.

The product Key Information Documents (KIDs) and the Specific Information Documents (SIDs) relating to product investment options are available here for each product applicable under PRIIPs.

If your product is on our Wealth Interactive or Connect online portals, the quickest way to apply is online.

Search ‘Change of adviser’ in our document library here and select the applicable form for your original product provider.

We require a signed letter of authority from all policyholder/trustee’s. In general we are able to accept a scanned copy, however, Utmost have a strong Anti-Money Laundering policy, and you may be requested to submit the original documents to proceed.

Should your change of address result in a change of tax jurisdiction, please contact your IFA as soon as possible as there may be significant tax implications.

Utmost are unable to offer a portability service across all products, please contact us to confirm if this option is available on your policy.

Search ‘Client information and change of details form’ and select the form applicable for your product.

Do I need to provide supporting documentation?
Depending on which personal detail is changing you may be required to include supporting documents, details of this can be found within the Client information and change of details form.

Where do I send my form?
Details of where to send your form are contained within the form.

Important: Assignment of ownership can be complex. 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.

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 have draft deeds of assignment to assist in some general situations – search ‘Deed of Assignment’ in the document library

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):

• Original or a certified copy of your ID, in the form of a passport/driving license
• Original or certified copy of your address evidence, in the form of a recent utility bill/bank statement.

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.

We require sight of the document which appoints the attorney(s).

The document must be:

• Complete
• The original, or;
• Certified on each page as a true copy of the original by the donor (if they have capacity), a Solicitor, or authorised notary.
• We require evidence of identity for each acting attorney.

Where the power of attorney relates to a trustee of a trust;

• An attorney cannot ordinarily act on behalf of a person in their capacity as trustee.
• It may be necessary to remove and replace the trustee, the trustees should seek legal advice.

Please note:

• A financial adviser cannot certify a Power of Attorney.
• A copy of an Enduring POA can also be certified by a stockbroker.
• An Enduring Power of Attorney under the law of England and Wales can only be accepted if created before 1st October 2007 (though it may have been registered at any date).
• A Power of Attorney can be noted for a single or joint policyholder
• ID and proof of residency are required for each attorney.

We always recommend that you speak to your financial adviser before deciding to withdraw any money or surrender a policy

If your product is on our Wealth Interactive or Connect online portals, the quickest way to request a withdrawal is online.

The amount of time your withdrawal takes will depend on whether you request it online or using a paper form. 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.

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. 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 and all anti-money laundering requirements have been fulfilled.

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:

• The death certificate (see further information below)
• Evidence of ownership of the policy (we will discuss this with you)
• Completion of a form for us to make the payment.

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 a certified true copy of the death certificate. A Coroners Certificate of The Fact of Death may be acceptable in certain circumstances.

Where do I send the death certificate?
Please post or email a certified true copy of the death certificate to the applicable office here.

In order to find out the exact amount that can be withdrawn without a full surrender being required, please locate your product page which holds the applicable contact details in which to submit your request and we will calculate this for you.

Utmost Group has completed fifteen acquisitions over eleven years, establishing itself as a leading provider of insurance and savings solutions. Details of these acquisitions and each original product provider can be found here

We appreciate all feedback, you can provide public feedback on our TrustPilot page here.

We do not initiate/ cold call our clients. 

If you receive a call from an Utmost agent, it is in response to a document or query you or your adviser has submitted, or in regard to a recent email or post correspondence Utmost issued to clients. 

We endeavour to liaise with your adviser to find a suitable time to call you.

If you receive a call that you are suspicious of, please hang up and contact us directly.

We are sorry that you are unhappy with the service you have received from us. 

Details of our complaints procedure can be found here.

For media and corporate enquiries in relation to Utmost International, please contact [email protected]