Frequently asked questions – Existing customers

We want to make sure that our customers have the answers to any questions they may have at this time.

Take a look at our FAQs below to discover the answers to a number of the questions you may have as one of our existing customers.

If you can’t find what you’re looking for and you’d like to speak to us, please don’t hesitate to get in touch .

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Guaranteed income for life, Fixed term annuity, Care funding plan, Defined Benefit pension buy-out customers

I want to be sure you’ll continue to pay my guaranteed income?
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Making payments to our customers is our number one priority and we're confident of making these payments to you. The majority of our colleagues are working from home, we've given them the most up-to-date technology so they can continue to operate our core systems remotely and provide you with help.  

I need to update some of my personal details with you but I’m self-isolating and can't post information to you – what should I do?
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We can accept some instructions over the telephone and by email. Please click here to select the email address or telephone number to contact us and we'll be pleased to help.

The policyholder has died and I need to send you a death certificate but I'm self-isolating and can't post the documents – what should I do?
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We don’t need to see a copy of the a death certificate in order to confirm the policyholder has died and we can request the death certificate from you at a later date to complete our records.  We do need the General Register Office (“GRO”) reference which can be found at the bottom of the certificate. We can also accept a medical certificate which may have been given to you at the hospital or by the doctor. Please click here to select the email address or telephone number to contact us and we’ll be pleased to help you.

A family member or close friend took out a policy with you very recently and they've died due to coronavirus – can I cancel the product or get a refund?
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Please click here to select the email address or telephone number to contact us and we will explain how we can help you.

Flexible Pension Plan customers

Customers who used to hold a Just Flexible Pension Plan were transferred to the Embark Personal Pension which is serviced by HUB Financial Solutions. If you would like to contact HUB Financial Solutions you can reach us on 01737 233468 or email at platformservices@HUBFS.co.uk or click here for the website. 

Protection customers

I have a protection policy with you, if my family needs to claim on it will I still be covered and will you be able to make the payment?
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The terms of our contract are unaltered as a result of the coronavirus pandemic. Any death claims arising from coronavirus will be paid in full, subject to the usual policy terms and conditions. Other claims, including those for Terminal Illness will be assessed against the qualifying criteria outlined in your policy.

Both ourselves and those at URIS (our partnering company) are fully equipped with reliable technology to answer any queries you have and to process any claims.

I need to update some of my personal details with you but I’m self-isolating and can't send documents by post – what should I do?
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We can accept some instructions over the telephone and by email. Please click here to select the email address or telephone number to contact us and we’ll be pleased to help you.

The policyholder has died and I need to make a claim on the policy – how long will it take to process and will it be delayed by coronavirus?
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The majority of colleagues at Uris (our partnering company) are working from home, they are equipped with reliable technology so they can continue to operate their core systems and provide you with help. Please click here to select the email address or telephone number to contact us and we’ll be pleased to help you.

The policyholder has died and I need to send you a death certificate but I am self-isolating and can’t post it to you – what can I do?
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We don’t need to see a physical copy of the death certificate in order to confirm the policyholder has died we can instead accept a copy by email. Please click here to select the email address or telephone number to contact us and we’ll be pleased to help you.

I can't register the death and therefore I can't obtain a death certificate – will you still help me make a claim on the policy?
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Other designated people may register the death on your behalf and obtain a death certificate for you. You can find out more about how to register a death here. Temporarily, we will also accept a medical certificate.

I have suffered a reduction in income as a result of coronavirus and I am struggling to meet my premiums. Can you help?
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If you are having difficulties paying your premiums as result of coronavirus, please call us to discuss your options.

Lifetime Mortgage customers

I have a lifetime mortgage with you. I’ve only used part of the total borrowing I arranged - can I still access the remaining money?
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Yes. Access to further money within the total limit we’ve agreed is an essential part of our service. The majority of our colleagues are working from home and we have given them the most up-to-date technology so they can continue to operate our core systems remotely and provide you with help.

I have an interest-serviced mortgage with you – can you offer me any relief on my interest payments?
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Our interest-serviced lifetime mortgage offers customers the flexibility to take up to three consecutive months as a payment holiday in each policy year (any interest not paid will roll-up). Customers are also able to miss making six payments over the lifetime of the product. The product also offers customers the ability to stop monthly payments at any time and switch to an alternative lifetime mortgage where no interest payments are required – although once this option is selected the interest rate on your loan will increase and monthly payments cannot be restarted. You can find further details here.

What happens to my credit history, with the credit reference agencies if I use the payment holiday or the missed payment flexibility?
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Any payments you don’t make, either as part of the payment holiday or missed payment features, will not impact your credit history or credit score as we do not share your payment history with the credit reference agencies.

If I take a three month payment holiday what will happen to the interest I have not paid – will my monthly payments increase in the future?
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Any interest that is not paid is added to the amount owed each month. Your monthly payments won’t change as a result, however the amount you will owe will increase as any interest not paid will roll up on a compound basis.

I have already taken a three month interest payment holiday this year but would like to take more payment holidays – is that possible?
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Please click here to select the email address or telephone number to contact us and discuss ways we may be able to help you.

I need to update some of my personal details with you but I’m self-isolating and can't post the document – what should I do?
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We can accept some instructions over the telephone and by email. Please click here to select the email address or telephone number to contact us and we’ll be pleased to help.

I'm self-isolating or unwell and can't arrange for the documents to be witnessed - what should I do?
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Some documents must be witnessed before they become legally binding. This is to protect the borrower and the mortgage lender. We recommend you contact your adviser/broker in the first instance, but if they are unwell and cannot help you please click here to select the email address or telephone number to contact us and we will explain how we can help you.

You may have options available you haven’t considered such as asking a family member who is not named on the lifetime mortgage to witness the document. You might like to consider showing the witness the document, and asking the witness to view you signing the document, through a closed window – then posting the document through the letterbox for them to witness and return to you.

My spouse / partner / parent has died and I need to send you a death certificate but I'm self-isolating and can't register the death or post the document – what should I do?
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We don’t need to see a copy of the death certificate in order to confirm the policyholder has died and we can request the death certificate from you at a later date to complete our records.  We do need the General Register Office (“GRO”) reference which can be found at the bottom of the certificate. We can also accept a medical certificate which may have been given to you at the hospital or by the doctor. Please click here to select the email address or telephone number to contact us and we’ll be pleased to help you.

I have been trying to sell a property with a lifetime mortgage on it because the owner has died or moved into long term care. However, I was unable to sell it because the government’s social distancing rules effectively closed the property market. What should I do?
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We recognise that from 26 March the government lock-down effectively closed the housing market, which meant many people were unable to buy or sell properties. To help, Just reduced the lifetime mortgage interest rates during this period on the properties of many customers who have died, or moved into long term care. (Please note, reductions will be calculated at the time of redemption and some customers may not receive a reduction dependent on their mortgage rate.)

For customers, or beneficiaries of customers, who had properties to sell on or before 26 March, these changes were back dated to 26 March when the housing market was effectively closed following government stay-at-home guidance.

For customers who died or were admitted to care after 26 March 2020, Just will make adjustments to the lifetime mortgage interest rate from the date of death or the date when a customer was admitted to long term care.

On 13 May 2020 the government announced the reopening of the housing market in England. We recognised it may have taken a few days for those involved in selling properties to become fully open and so the reduction to our interest rates ceased at the close of business on 19 May 2020 for properties in England. In Northern Ireland the property market opened on 15 June 2020 and the reduction to our interest rates ceased at close of play 19 June 2020. The housing markets in Scotland and Wales reopened on 29 June and the reduction to our interest rates ceased at close of business on 3 July 2020.

If this affects you, please click here  to select the email address or telephone number to contact us and we’ll be pleased to give you further details.

I would like to arrange some additional borrowing – can you help me?
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If you have exhausted any remaining cash facility, you can apply for an additional advance. Please note additional advances are not guaranteed and are subject to a minimum amount of £5,000. You will also need to take advice from an authorised financial adviser/broker. Please click here to select the email address or telephone number to contact us and we’ll be pleased to help you.

General questions

Has your business been affected by coronavirus?
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It has been very much business as usual and we’ve remained fully open to support you. Our colleagues have been provided with the most up-to-date technology so they can continue to give you the help you need.

Do you have plans in place in case your business is further affected by coronavirus?
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Yes. Our major incident team is led by one of our Group Executive directors and has been in place since January. The team has been focused on protecting our colleagues so we can continue to deliver our key customer commitments and services.

Are your staff able to work from home?
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Yes. Our colleagues have access to our secure systems suitable for remote working. Our technology has worked well and supports our colleagues in delivering our services from their homes. We routinely test our ability to cope with extreme scenarios which enables us to move quickly to support you at times like this.

When will your staff be returning to the office?
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We will continue to monitor the situation and regularly review our plans as government guidelines are updated. For now, our colleagues are working well from home and ensuring we meet our key commitments and deliver services to all our customers. We’re not expecting our colleagues to need to return to the office in the near future.

Does the stock market volatility affect the stability of your business?
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The current outbreak of the coronavirus and the volatility in the financial markets does not impact our ability to honour our financial commitments to you. At Just, we set aside substantial prudent resources against economic shocks. Protecting the guarantees we have made to you, our customers, is and has always been our priority.

How can policyholders be sure that they will continue to receive what you have promised them?
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The current outbreak of the coronavirus and the volatility in the financial markets does not impact our ability to honour our financial commitments to you. At Just we set aside substantial prudent resources against economic shocks. Protecting the guarantees we have made to you, our customers, is and has always been our priority.

In addition to the substantial financial resources Just holds to back the promises we make to policyholders our surplus capital resources beyond that required to pay policyholders were around £750m at our last financial reporting date, 31 December 2019.

Our policyholders are also protected by the Financial Services Compensation Scheme. Policyholders who have long-term insurance products are covered 100% by the scheme with no upper cap.

Are you able to respond to customer queries?
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Yes. We remain fully open to help you in any way we can. 

Have you stopped any services?
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No. Currently, all our services are operating as normal. We’ll use this area of our website to keep you updated on any changes. 

How can I keep up to date with your plans during the coronavirus pandemic?
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We’ll use this area of our website to keep you updated on any changes so please check back regularly. 

Where can I find further information about the Financial Services Compensation Scheme?
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You can find out more on their website.

Where can I find further information about the government’s plans for managing coronavirus?
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The government website has further details on their plan.