We are continually reviewing our business processes to enhance communication with our advisers and clients. Based on your feedback, we are beginning a journey to simplify access to policies across the Utmost Group through our online portals.
We will be undertaking some work in November to update some of the system infrastructure which supports our Wealth Interactive system. This work will impact the availability of the system as detailed in this communication.
The purpose of this webpage is to update you on:
- How the transition will affect services provided
- Cut-off dates for some transactions
- Dates planned for reduced services on Wealth Interactive
This system infrastructure is used to administer ex-Quilter International Isle of Man policies, now held with Utmost International Isle of Man Limited, ex-Quilter International Ireland policies, now held with Utmost PanEurope dac, and ex-Old Mutual International (Guernsey) Limited policies, now held with Alpha International Life Assurance Company (Guernsey).
Data and systems in the Utmost Group which administered on Wealth Interactive will not be impacted by these changes.
All times stated below are in UK time/GMT (Greenwich Mean Time).
This programme of activity will take place between 5pm Friday 8 November 2024 and 23:59 Monday 11 November 2024. This period of time is referred to as the transition period below.
| TRADE/DEALING REQUESTS |
Dealing instructions submitted through Wealth Interactive before 3pm (standard cut-off) Friday 8 November 2024 will be processed as normal. From 3pm Friday 8 November 2024 until 11:59pm Monday 11 November 2024, dealing requests must only be submitted by email, please send the relevant form to: [email protected]. |
| CORPORATE ACTIONS | We may defer processing some corporate actions and income events between Monday 11 November 2024 and Monday 11 November 2024 to ease administration during the transition period. Any deferred corporate actions and income events will be updated in a timely manner after the transition period, but there may be a delay in reflecting the updates in valuations. |
| NEW BUSINESS AND ADDITIONAL PREMIUMS | Online New Business and Top Up applications must be approved by all policyholders on WI by 3pm Friday 8 November 2024. From 5pm Friday 8 November 2024 until 11:59pm Monday 11 November 2024 New Business and Top Up applications can only be submitted by email to: [email protected]. Please do not send any premium during the transition period. Premiums will be requested when approved and due. Any premiums received during the transition period will be reviewed from Tuesday 12 November 2024. |
| POLICY ADMINISTRATION | Any instructions received after 5pm Friday 8 November 2024 will be held until Monday 11 November 2024 and will then be actioned accordingly. |
| PAYMENTS OUT | All regular withdrawal payments due on Monday 11 November 2024 will be made as normal. No other payments will be made on Monday 11 November 2024. Online withdrawal and surrender instructions must be approved by all policyholders on Wealth Interactive by 3pm Friday 8 November 2024 to allow processing to start before the transition period. From 5pm Friday 8 November 2024 until 11:59pm Monday 11 November 2024 payment requests can only be submitted by email to: [email protected] to enable processing from Tuesday 12 November 2024. |
| ADVISER REMUNERATION | Where remuneration is due to be paid during the transition period, we will make an appropriate payment in advance. |
| WEALTH INTERACTIVE ONLINE SERVICES | Wealth Interactive will not be available between 5pm Friday 8 November 2024 and 11:59pm Monday 11 November 2024. Guidance for online submission of New Business/Top Up, Dealing and Payments Out instructions are confirmed in the relevant sections above. During the transition period, all other policy servicing requests can be submitted by email to [email protected]. |
Any transaction or instruction unable to be carried out on an appropriate day will be actioned at the next available opportunity, with no detriment to the policyholder.
The changes
We are continually reviewing our business processes to enhance communication with our advisers and clients. Based on your feedback, we are beginning a journey to simplify access to policies across the Utmost Group through our online portals.
We will be undertaking some work in November to update some of the system infrastructure which supports our Wealth Interactive system. This work will impact the availability of the system as detailed in this communication.
This system infrastructure is used to administer ex-Quilter International Isle of Man policy types, now held with Utmost International Isle of Man Limited, ex-Quilter International Ireland policy types, now held with Utmost PanEurope dac, and ex-Old Mutual International (Guernsey) Limited policies, now held with Alpha International Life Assurance Company (Guernsey).
There will be a requirement for a number of users to access Wealth Interactive using the log in details that they currently use for the Online Services Centre, streamlining their access.
There will be another set of users who will be required to re-register in order to access Wealth Interactive.
Impacted users in both scenarios will be contacted by email in advance of the change to confirm what will happen.
On 25 October, an email will be sent to all affected customers and advisers with their logon details.
“We are continually reviewing our business processes to enhance communication with our advisers and clients. Based on your feedback, we are beginning a journey to simplify access to policies across the Utmost Group through our online portals.
Upon reviewing your access to the Online Service Centre and Wealth Interactive, we’ve noticed that you are using the same username for both systems. To streamline your experience, we will soon be making changes to make it easier for you to log in to both platforms.
Starting from xx/xx/xxxx, the username and password you currently use for the Online Service Centre will also be used to access Wealth Interactive. After this date, your existing Wealth Interactive password will no longer work.
Please note that the web links you use to access both the Online Service Centre and Wealth Interactive will remain unchanged.
If you have any questions, feel free to contact us at [email protected].”
No. After this change you will still have separate links to access the two systems with the same functionality.
It will be reviewed from 23:59pm Monday 11 November 2024.
Communication
We placed an “Important Service Notice” on the sign-in page for Wealth Interactive, 30 days ahead of the changes being implemented and provided a broadcast message within Wealth Interactive. In addition, we issued an email to advisers regarding the changes on Tuesday 8 October which included information regarding Wealth Interactive availability. Read email.
We placed an “Important Service Notice” on the sign-in page for Wealth Interactive, 30 days ahead of the changes being implemented and provided a broadcast message within Wealth Interactive.
We placed an “Important Service Notice” on the sign-in page for Wealth Interactive, 30 days ahead of the changes being implemented and provided a broadcast message within Wealth Interactive.
We placed an “Important Service Notice” on the sign-in page for Wealth Interactive, 30 days ahead of the changes being implemented and provided a broadcast message within Wealth Interactive. Fund advisers were included as part of the financial adviser email communication sent on Tuesday 8 October. Read email.
Money In
You will not be able to obtain an illustration during this downtime but as soon as Wealth Interactive is available, you will be able to create illustrations again and you can use those as the basis for an application.
New Business and top up applications can only be submitted by email to: [email protected]
It will be reviewed from Tuesday 12 November 2024.
Dealing
Dealing requests can be submitted by email to: [email protected] or by fax: +44 1624 655905.
Dealing instructions submitted through Wealth Interactive before 3pm BST (standard cut-off) Friday 8 November 2024 will be processed as normal.
Yes, the transaction will be updated using the correct price.
Money Out
All regular withdrawal payments due on Monday 8 November will be made a normal.
Payment requests can only be submitted by email. Please use [email protected] to enable processing from Tuesday 12 November 2024.
Payment requests can only be submitted by email. Please use [email protected] to enable processing from Tuesday 12 November 2024.
Payment requests can only be submitted by email. Please use [email protected] to enable processing from Tuesday 12 November 2024.
Servicing
Online withdrawal and surrender instructions must be approved by all policyholders on Wealth Interactive by 3pm GMT Friday 8 November 2024 to allow processing to start before the transition period.
During the transition period, all other policy servicing requests can be submitted by email to [email protected].
During the transition period, policy servicing requests can be submitted by email to [email protected].
Where remuneration is due to be paid during the transition period, we will make an appropriate payment in advance.
General information
Please contact us by email [email protected] or by telephone, +44 1624 655555. Please note that the valuation date will be Thursday 7 November 2024. Read only BaNCS will be available with valuation date Friday 8 November 2024. We run Friday eod before data cut this time.
Please contact us by email [email protected] or by telephone, +44 1624 655555 Please note that the valuation date will be Thursday 7 November 2024. Read only BaNCS will be available with valuation date Friday 8 November 2024.
To request contract notes during the downtime please email [email protected].
We are unable to send these statements whilst Wealth Interactive is unavailable. When Wealth Interactive is available, the quickest way to obtain the statements will be via the “Documents” section on the homepage of Wealth Interactive.
Registration emails which have been sent before the system is unavailable and which have not been completed will no longer be available when Wealth Interactive is available again.
We will be sending new registration emails once Wealth Interactive is available to anybody who was sent a registration 90 days prior and who had not completed their registration.
Yes, there will be no change to this functionality and reports can be requested as soon as Wealth Interactive is available again.
Regional Specific – Hong Kong
Yes, on request via our regional Hong Kong office office [email protected].