Following the acquisition of Quilter International by the Utmost Group in December 2021, we have been working on a programme to transition the administration of data and systems from the Quilter International UK system infrastructure to the Utmost Group system infrastructure.
The purpose of this communication is to update you on:
- How the transition will affect services provided
- Cut-off dates for some transactions
- Dates planned for reduced services via our extranets: Wealth Interactive (WI) for Portfolio Bonds and the Online Service Centre (OSC) for Heritage products
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 are not part of the Quilter International UK system infrastructure will not be impacted by these changes.
All times stated below are in British Summer Time (BST)/UK time.
This programme of activity will take place between 5pm Friday 20 October 2023 and midnight Tuesday 24 October 2023. This period of time is referred to as the transition period below.
| Policy Administration |
Any instructions received after 5pm Friday 20 October 2023 will be held until Wednesday 25 October 2023 and will then be actioned accordingly. |
| Regular Withdrawals | All regular withdrawal payments will be processed as normal. |
| Switches |
Fund switching via the OSC will not be possible between 5pm Friday 20 October 2023 and 09:30am on Wednesday 25 October 2023. We can receive instructions during the transition period by email: [email protected] or by fax: +44 1624 611715 to enable processing from Wednesday 25 October. |
| Full and Part Surrenders And Death Claims |
Any instructions received after Thursday 19 October 2023, including those submitted via the OSC, will be held until Wednesday 25 October 2023 and will then be actioned accordingly. We can receive instructions during the transition period by email: [email protected] or by fax: +44 1624 611715 to enable processing from Wednesday 25 October. |
| Valuations |
No new internal funds price updates will be processed during the transition period Valuations will be available from the OSC during the transition period, however only Thursday 19 October 2023 valuation data will be available. |
| Adviser Remuneration | Where remuneration is due to be paid during the transition period, we will make an appropriate payment in advance. |
| OSC Access | There will be no interruption to OSC access, and it will be possible to register on the OSC during the transition period. |
| Contact Us |
If you have any other questions about this communication, please contact us by email: [email protected] or by telephone, +44 1624 655555. Alternatively, please contact our regional offices |
The changes
Following the acquisition of Quilter International by the Utmost Group in December 2021, we have been working on a programme to transition the administration of data and systems from the Quilter International UK system infrastructure to the Utmost Group system infrastructure.
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 are not part of the Quilter International UK system infrastructure will not be impacted by these changes.
Your experience and functionality will remain the same.
Unfortunately this data migration can only be completed over a 4 day downtime due to the complex nature of the migration.
Communication
We placed an “Important Service Notice” on the sign-in page for the Online Service Centre, 30 days ahead of the changes being implemented and provided a broadcast message within the system. In addition, we issued an email to advisers regarding the changes by email on Thursday 21 September, which included information regarding the Online Service Centre availability. Read email.
We placed an “Important Service Notice” on the sign-in page for the Online Service Centre, 30 days ahead of the changes being implemented and provided a broadcast message within the system.
We placed an “Important Service Notice” on the sign-in page for the Online Service Centre, 30 days ahead of the changes being implemented and provided a broadcast message within the system.
We placed an “Important Service Notice” on the sign-in page for the Online Service Centre, 30 days ahead of the changes being implemented and provided a broadcast message within the system. Fund advisers were included as part of the financial adviser email communication sent on Thursday 21 September. Read email.
Money In
The last adhoc Credit Card instruction will be processed on Thursday 19 October 2023. During the downtime any payment instructions will be accepted, but the payment will not be processed until Wednesday 25 October 2023.
Switches
We can receive instructions during the transition period by email: [email protected] or by fax: +44 1624 611715 to enable processing from Wednesday 25 October.
Yes, but it will be actioned from Wednesday 25 October 2023, and it will still always receive the correct price with reference to the date the instruction is received by us.
Online switches will be available again on Wednesday 25 October 2023, from 09:30am.
Money Out
All regular withdrawal payments due between Monday 23 October 2023 and Tuesday 24 October 2023 will be made as normal.
Any instructions received after Thursday 19 October 2023, including switches submitted via the Online Service Centre, will be held until Wednesday 25 October 2023 and will then be actioned accordingly.
Payment requests can only be submitted by email. Please use [email protected] to enable processing from Wednesday 25 October 2023.
Payment requests can only be submitted by email. Please use [email protected] to enable processing from Wednesday 25 October 2023.
Servicing
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 as of Thursday 19 October 2023.
Please contact us by email: [email protected] or by telephone, +44 1624 655555. Please note that the transaction history will be as of Thursday 19 October 2023.
Updated valuations will be available again on Wednesday 25 October 2023, from 09:30am.