Engage online service terms & conditions

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This document details the terms & conditions for use of the Engage Mutual Assurance online servicing facility. This facility is provided by Engage Mutual Administration Limited (EMAL).

Definitions

'We', 'Us', 'Our' means Engage Mutual Assurance. Engage Mutual Assurance is a trading name of Homeowners Friendly Society Limited (HFSL).
'You’ and 'Your' means the individual who has registered for online servicing.
'Online Service' means the Engage Mutual Assurance online servicing facility.
'Online Account' refers to the ability to login to the online service.
'Security Details' means any piece of personal or confidential information required for accessing our online servicing.
'Temporary Password' is a password issued by Engage Mutual Assurance that can be used only once.

Security

You must keep your security details secret and take all reasonable precautions to prevent unauthorised or fraudulent use of them.
You must not disclose your security details to any other person (including Engage Mutual staff) or record your security details in any way that may result in them becoming known to another person.
Please do not email any personal or security details to anyone (including Engage Mutual) as the integrity of emails cannot be guaranteed.
Please note that we will never contact you by any means requesting you to disclose your security details. If you receive such a request (even if it uses our name and logo and appears to be genuine) then it is likely to be fraudulent and do not reply to such a request and do not disclose your security details in any circumstances.

You should report any such requests immediately to our customer service team by calling 0800 781 4763. Please note that telephone calls may be recorded for security and training purposes.
If you suspect someone knows your security details you must contact us immediately. If you fail to do so, we will not be liable for any loss resulting from unauthorised changes or transactions on your account confirmed by use of your security details.
You will be responsible for all instructions received by us between the time you pass the security procedure until you exit from the service. Please note that this includes any input errors or instructions sent by someone other than yourself so please do not leave the device you are using to access the service unattended while you are still logged in.
If we believe or suspect that suspicious or fraudulent activity is being carried out on your online account we reserve the right to suspend your access to the service.
The web site secures your private information using a VeriSign SSL Certificate. Information exchanged with any address beginning with https is encrypted using SSL before transmission.

Temporary passwords

For first time registrations or if you have forgotten your security details, you will be issued with a temporary password. You need to enter your temporary password with your chosen username when you log in for the first time. You will then be prompted to set up your own password and security questions.
You will only ever receive a temporary password in a letter sent to your registered address.
You cannot change security details over the telephone. If any security details require amendment you may request a new temporary password which will be sent to you in the post.
If un-used, a temporary password will expire after 45 days.
Each temporary password can only be used once.
Once requested, you will receive your temporary password within 10 days. If you do not receive yours within 10 days please call our customer service team on 0800 781 4763 to request a replacement.
If you forget your security details at any point in the future, we will issue you with a temporary password in order for you to reset them.

Product types

Over 50s Life Insurance
Term Life Insurance
Regular Premium Savings Plans
Single Premium Bonds

not

OEIC
ISA
Child Trust Fund
Health Cash Plan
Policies originally issued by Fleet Friendly Society

Policies in joint names

If a policy is held in joint names, each policy holder will have their own individual log in to the online service.
The jointly held policy will be visible to both policy holders via their individual online accounts.
Each policy holder can only update details unique to them.

Proof of identity

Under the current money laundering legislation and other statutory and regulatory requirements, there is a requirement to obtain proof of the identity of people who wish to take out a life, pension or investment contract. By accepting these terms and conditions you are agreeing that, we, or our nominated third parties, may carry out electronic checks and/or ask you to supply documents as evidence of your identity and your address. If this information is not supplied within 30 days of our request, for new applications, we reserve the right to cancel the policy and any premiums you have paid will be refunded.

Availability of the service

We try to ensure that our website is available for access 24 hours a day, 7 days a week. However it may, on occasions be necessary to close or suspend provision of any of the services on the website for the purposes of repair, maintenance or development. Access to the website or operation of any of the services may be interrupted by circumstances beyond our control.
We accept no liability if the service is unavailable.

Variation of the service

We reserve the right to change our online service functionality from time to time and will give you notice of any material changes.
We reserve the right to vary these Terms & Conditions. We will normally give you reasonable notice (i.e. 30 days) of any change prior to it taking effect. If it is not practical or possible to do so we will tell you as soon as we can before the changes take effect.

Termination of the service

Access to the online service will be cancelled if you do not login within 90 days of completing your online registration. After 90 days, if you wish to use the online service you will need to re-register for the service.
You can tell us at any time that you no longer want to use our online service. You can cancel your online account by calling our customer services team on 0800 781 4763.
If you cancel your access to our online service and wish to re-instate this at any point in the future, you must re-register using the online registration process.

General

You must ensure that the device you use to access our online service remains fully operational and you must take all reasonable measures to keep it virus free.
Access to the website and online service is done at the user's own risk.
These conditions are subject to the Law of England and Wales.