We are here to help you
We know this is a difficult and unsettling time for everyone and we are closely monitoring the impact of the Coronavirus 2019-nCOV outbreak. We’ve created some online support and answers to frequently asked questions.
We’ve created some online support and answers to frequently asked questions, if your clients have Allied Dunbar, Eagle Star, Zurich Assurance or Sterling Investment Bond investment and pension plans.
Please note: As of 1st May 2020 Zurich’s Sterling ISA Managers Limited and Zurich Investment Services (UK) Limited have been purchased by the Embark Group, in addition to purchasing the Zurich Horizon Funds. We still have a list of FAQs relating to the sale available to you.
We will do our very best to be flexible in the way we operate and in our approach to terms and conditions. This could take many forms, for example accepting electronic documents without the need for wet signatures, relaxing the usual insurance requirements for Home, Motor and Travel customers and waiving non-occupancy requirements for our commercial property customers.
There will be times when, despite our best efforts, we might be limited by our systems or by the very nature of being a regulated risk business. We will, however, be relentless in finding ways to overcome barriers and provide much-needed support. Our contact centre colleagues will be able to talk to you about the types of documents we can accept during this situation.
Are your offices open and am I able to transact business?
Yes. Colleagues from our contact centres are operating normally and working from their homes. They have access to the right technology to enable them to continue to answer your telephone or email enquiries and take the relevant actions to deliver the best possible service to you and your clients.
For information on who to contact, please click here.
Is a wet signature required from my client?
Our contact centre colleagues will be able to talk to you about the types of documents we can accept during this situation.
Can I arrange a one-off withdrawal or set up a regular withdrawal?
Please speak to our contact centre colleagues and they will be able to talk you through the options for your customers.
Can I switch my clients’ investments?
Yes, please speak to our contact centre colleagues and they will be able to talk you through the options for your customers.
You should be aware that suspensions are currently in place for property funds. If you wish to discuss how this may impact your clients, please get in touch with your usual contact.
What concerns do you have regarding fraud?
All our existing anti-fraud measures remain in place and our staff follow specific protocols to securely access our systems. It is important that we all remain vigilant and aware of any threat from phishing emails and other scams. The industry is witnessing an increasing number of phishing emails and texts.