Frequently asked questions

You can get valuations quickly and conveniently by registering for our online services. The service you need depends on the type of product you have with us.

Find out which online service you need by visiting our login page

If you are not yet registered for our online services and need a valuation quickly, you can call us on +44(0)1624 655555.

Please visit the Register for Wealth Interactive page. Here you will see step-by-step instructions on how to register for the service.

Wealth Interactive

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.

Quilter International Isle of Man Limited Client Centre

Please call our contact centre on +44 1624 655555.

Quilter International Ireland dac client extranet

Please call our contact centre on +44 1624 655555.

Wealth Interactive

1. Go to the Wealth Interactive login page and select ‘password’ where it says ‘Forgotten your username or password’
2. Enter your username and email address
3. We will send you an email which will include a link to reset your password
4. The link will take you to a page where you can enter your username, answer your security question and reset your password.

Quilter International Isle of Man Client Centre

1. Go to the Quilter International Isle of Man Client Centre login page and select ‘Forgotten password’
2. Enter your username and email address, and answer the security questions that you provided when you registered
3. We will send an access code to the email address we currently have for you
4. When you receive the email, go back to the Quilter International Isle of Man Client Centre login page. Log in using your username and the access code, which you should enter in the password box.

Quilter International Ireland dac client extranet

Please call our contact centre on +44 1624 655555 and we will reset your password.

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.

The policy that you are trying to see valuations for is now accessed through Wealth Interactive, our online service for portfolio bonds. Please register for Wealth Interactive in order to see up-to-date information.

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.

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.

Please log in from our secure page instead.

For your security, 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. 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.

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.

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. For your security, 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.

The following policies are not portfolio bonds:

Executive Wealth Account (EWA)
Managed Capital Account (MCA)
Managed Pension Account (MPA)
Managed Savings Account (MSA)

Wealth Interactive only allows you to view portfolio bonds online.

To view these non-portfolio bond policies online, register or login to use the Quilter International Client Centre.

There is currently no time limit on how long documents will be stored on Wealth Interactive.

However if your policy 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.

From the menu on your policy homepage, select ‘What would you like to do today?’. Then select 'View Transaction History'. You can then see all transactions for a specific date, including debits and credits.

If your 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.

Use the drop-down menu under ‘Select a task’ on the homepage and then select ‘Change address’.

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.

The quickest and easiest way to make a withdrawal is through our online service, Wealth Interactive. You can request a one-off withdrawal or regular withdrawals.

You will not be able to use the online service to request a withdrawal if:

• you do not have a portfolio bond product, and have a unit-linked policy instead. You will need to download and complete a withdrawal form for a unit-linked policy.
• your financial adviser has given you ‘view-only’ access to the online service. However, your financial adviser can request a withdrawal from your portfolio bond on your behalf.

Alternatively, you can download and complete a withdrawal form for a portfolio bond.

Please note, withdrawal requests that are submitted by form may take longer to process than those submitted online.

We recommend that you speak to your financial adviser before you decide to withdraw any money, or surrender your policy.

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 more quickly. 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, with no manual processing.

• STEP 1: Submit withdrawal instruction on Wealth Interactive
• STEP 2: Wait for settlement of asset sales and availability of cash
• STEP 3: Payment made

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, the request may be delayed.

• STEP 1: Send the withdrawal instruction to Quilter International
• STEP 2: Wait for the instruction to be processed
• STEP 3: Wait for settlement of asset sales and availability of cash
• STEP 4: Payment made

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.

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 you for:

• The death certificate
• 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.

Wealth Interactive will give an indication of how much can be withdrawn from a policy as part of the withdrawal process.

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.

Quilter 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.

If you have a portfolio bond policy with us and you are registered for Wealth Interactive, you can enter investment instructions at any time, unless your adviser has given you ‘view only’ access to the service. Please speak to your financial adviser if you would like to buy, sell or switch your investment funds.