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Customer Centre for heritage Equitable Life

Welcome to the Utmost Life and Pensions enquiry page.

Even though you are not able to access your personal details online at the moment, you can find a range of information and forms to download below. We know policyholders would like to service their policy online, so we are looking to make improvements so policyholders can more actively manage their policies with us. We are committed to making these changes and are now considering our plans and timescales for building and introducing this type of service and will let policyholders know when it is available.

The Customer Centre below currently provides information for our individual policyholders. If you are a trustee, or a member of one of our group schemes, please click here to enter the Group pension schemes section. Alternatively, trustees can contact us by phone or email - click here for contact details.

To help us get your enquiry to the right team as soon as possible, please let us know how we can help you today.

What are you looking for?

A policy value

Did you know…..

  • Once you know how many units you have, you are able to calculate the current value of these units by simply multiplying the number of units by the daily bid price of the fund(s) you are invested in. You can find the current bid prices here here.
  • You will receive your next Annual Statement early July, which will show the number of units you have*
  • It is important to note that unit prices can go down as well as up

*If you have paid money into your policy, or taken money out of your policy since the 1 April 2021, the number of units will be different to those shown on the statement. In addition, if you are investing using the Investing by Age strategy, the number of units may be different to those shown on the statement.

If you would like us to send you a policy value (which includes the number of units you hold) in the post, click here to email us that request.

To let you know about my change of address

Did you know …..

  • You can scan and email us a signed letter confirming details of your new address. In certain circumstances we may need to request further information before we are able to update our records.
  • You can download and complete our change of address form, which you can find here. When complete you can can scan and email it to us, or send in the post.

Please note we cannot accept just an email detailing your new address.

I want to change the unit-linked funds my savings are invested in

Did you know ……

  • You can call us to change the unit-linked funds you are invested in; or
  • You can download and complete our switch form, which you can find here. When complete you can scan and email it to us, or send in the post.

Click here to find more information about our fund range.

Retirement options

Did you know …..

  • We have information on your retirement options on our website – click here
  • We recommend you seek financial advice or guidance before making any decisions – click here to find out more information about where to go for help
  • From 1 November 2019, it is an FCA requirement to provide policyholders with options in writing before we can provide you with claim forms.

If you still want to request your retirement options in writing, click here to email us that request.

Transfer Form

Did you know ….

  • It is possible to download a Transfer Form from our website – click here
  • We recommend you seek financial advice or guidance before making any decisions – click here to find out more information about where to go for help

If you still want a Transfer Form to be sent in the post, click here to email us that request.

To change my direct debit

Did you know …..

  • It is possible to down load a Direct Debit from our website – click here

If you still want to a Direct Debit Form to be put in the post, click here to email us that request.

To change my nominated beneficiary

Did you know …..

  • It is only possible to nominate a beneficiary if you have a Personal Pension, FreeStanding AVC, Managed pension policy or Utmost Drawdown policy
  • If you have a Retirement Annuity or Wind-up Transfer plan, you cannot nominate a beneficiary but it may be possible to place your policy under trust to remove it from your estate – you will need to seek legal advice to set up this trust
  • If you would like to download a Nomination of Beneficiaries form from our website – click here. When complete you can scan and email it to us, or send by post.

If you still want us to send you a Nomination of Beneficiary form in the post, click here to email us that request.

I want to know what your charges are

Did you know….

  • You can find information about our charges on our website – click here

If you still want details of our charges to be put in writing, click here to email us that request.

I want general policy information

Did you know …….

We have a range of General Information Sheets on our website covering many of our products:

  • Click here if you have a pension policy
  • Click here if you have a life policy

If the General Information Sheets do not cover what you were looking for, click here to email us your questions.

I want to make a complaint

If you would like to make a complaint there are a number of options available to you and details can be found in our 'How to make a complaint section'.

I want to talk to someone about compensation from the Equitable Life Payment Scheme

If you are trying to get in contact with the Equitable Life Payment Scheme, which is the government led compensation scheme, please note they no longer have a contact number and we do not hold any of their records. The only methods of contact currently available are:

By Post

Equitable Life Payment Scheme, PO Box 414. 11b Lingfield Point, Darlington, DL1 9WN

By Email

ELPSenquiries@capita.co.uk

Further information can be found on the government website https://www.gov.uk/guidance/equitable-life-payment-scheme

All other enquiries

If you were not able to find above the information you were looking for, you can contact us by phone or by email at enquiries@utmost.co.uk.