Utmost International Reviews 841

One of the worst companies when it comes to surrendering your plan and closing the account. They have endless list of requirements, but the main problem is that they request one thing, once you send it to them a week later they request another and then it goes on in endless circles.

Danielle Lewis was very helpful

In dealing with a recent discretionary client on-boarding case, I have received prompt assistance from Emilie W in the External Management & Custody Opps team at Utmost Isle of Man. Her responses to our queries have been fast, and our case was handled efficiently. Thank you again Emilie, it has been a pleasure to deal with you throughout.

The very prompt and efficient service from Sinead

Zain was very helpful, efficient and friendly. The perfect customer experience

Leah's handling of my telephone query, helpfulness and knowledge - all spot on and followed up by an email.

So unusual, and wonderful, to have the 'phone answered by an extremely polite and helpful human being. My call was quickly transferred to somebody who could help. I received a prompt email reply which provided me with the information I required. Congratulations,an excellent service.

Prompt response to request to enable internet access to account.
Clear instructions.
Secure 2 step login
One follow request for assistance, different subject which i anticipate similar service

The help I was given was fast and precise

Kieran solved what others ignored despite our asking.
Good person

Emily Hughes was very patient, helpful and efficient. She guided me through some difficulties setting up account authentication. All sorted now.

Mr. Kieran Ball was quick and efficient. A great job.

So, where to start with this financial institution? When you phone them, their call-back system doesn't work (they know about this and have "logged it"- honestly, what a response to give a customer) so you still end up in an inevitable queue. However, one senior employee told me that the system didn't recognise my policy number (spoken into the phone by me - good diction one of my strengths). I pointed out that a more junior employee told me it just doesn't work - senior person backtracked and I asked her if she thought I had a clear voice - no prizes for that answer.  Once through you cannot speak to the person who works on your case - get this - because case workers need to get on with their work without the interruptions of a ringing phone. What is happening to the world! And even worse, the Utmost call receiver who you do end up speaking to, cannot phone the caseworker either. They rely on an internal msg system. I suggested they walk to the other persons desk - one of my many helpful improvement ideas, all offered free of charge. So once I've negotiated all the above - we get to the App - which I have suggested isn't fit for purpose. The prefer the ambiguous "teething problems". I explained that there are no error messages which you would expect if information is not uploaded correctly - much like any High St Bank system -  however, they tried to suggest that their "in house review process" was the secondary checking measure. When I told them this was an unspecific generic email with a potential week and a half response time, they began to get the msg. I told them an app with teething problems dealing with highly sensitive information needed instant attention. That comment was left hanging. So to sum up, am I any closer to releasing myself and my brothers from an annoying inherited policy? NO. Despite speaking to senior people regarding all of the above and getting assurances last week that emails and confirmation calls would be received - NOTHING. I'd avoid if you can and grit your teeth if you've inherited something. And also any response they give to this review is AI generated, and they don't respond with any speed to the email they provide.

After some initial delays, I received a phone call from Leah who talked me through my log in problem. She was very helpfull

Dismal handling of my problem despite admission of error.

Exceptionally responsive customer service

We experienced some issues registering on the Utmost portal. Many thanks to Kieran, who kindly helped us, and the registration then went smoothly

Unable to use new rquirement for phone QR, but Ms Stratan was most helpful and patient in showing how to get a monthly update on the state of my portfolio. It is good to know there are some companies which care about more elderly investors. Well done, thank you very much

Confusing forms, poor and conflicting guidance as to how to fill in forms, very long waits (1hour +) to get through on the phone, very slow to issue essential tax documentation. Altogether a painful experience.