General
If you are a Foresters customer and have a question about your plan or policy, try our frequently asked questions for help. These cover:
- general enquiries to Foresters Friendly Society, such as what information is needed when making a telephone enquiry about your policy, and how to contact your local members branch,
- policy queries, for example, how you can change personal information associated with your plan,
- payment enquires, such as the payment methods we accept for our policies, and
- claims questions, for instance, how you can cash-in your policy.
For product specific queries we have FAQs sections within each of the product pages on this website. Please follow the links below for specific product information.
Saving for children
Junior ISA
Child Exempt Savings Plan
Child Trust Top Ups
Saving for you
Lifetime ISA
Stocks & Shares ISA
Tax Exempt Savings Plan
Investment Bond
Inherited ISA Allowance Plan
Protect your future
Over 50s Life Cover
Prepaid Funeral Plan
What information do I need when making a telephone enquiry?
If you wish to call us with an enquiry relating to your plan or policy, we are required to check some personal details with you to verify you as the policyholder (or registered contact for child policies). We will ask you to confirm your name, address and date of birth before the call progresses.
You will not be required to provide any personal information if you are calling with a general enquiry.
What if I have a vulnerability?
Our customers are at the heart of everything we do. In line with the Financial Conduct Authority (FCA) guidance and our ethos as a mutual society, we want to ensure that we treat customers with a vulnerability fairly whilst understanding and responding to your needs.
If you wish to let us know about a vulnerability please contact us on 0800 988 2418 or use our online form.
My policy has finished and I would like to continue my membership. How long do I have to reinstate a policy for my membership to be continuous?
If your policy has finished within the last six months and you would like to continue your membership you can take out a new policy or membership with Foresters and your membership will be considered continuous.
Do you have contact details for my local branch?
Please contact Michelle Collins on the Branch Helpdesk on 023 8021 6847 or by email at [email protected].
Policy enquiries
How can I change the address on my policy?
If you wish to change the address on your policy you may either:
- Call us on 0800 101 8311; or
- Write to us at Foresters Friendly Society, Third Floor, Enterprise House, Ocean Way, Ocean Village, Southampton, SO14 3XB.
If writing in to confirm your new address, please make sure you also include your previous address, full name, signature and your policy or member number if this is known.
Unfortunately we are not able to accept change of address requests via email.
How do I change my bank or Direct Debit details?
If you wish to make a change to the bank details for your policy there are a number of options available to you.
By phone
If you wish to change your bank or Direct Debit details over the phone, please call our Contributions Department on 0800 101 8314 with your new sort code and account number. We can only speak to the bank account holder about a change of Bank or Direct Debit details.
By Direct Debit mandate form
If you would prefer not to give your details over the telephone you can request a Direct Debit mandate form from us which we can either send to you in the post with a pre-paid envelope for you to sign and return to us, or by email. Mandates sent via email will need to be printed by the bank account holder, signed and returned to us by post to Foresters Friendly Society, Third Floor, Enterprise House, Ocean Way, Ocean Village, Southampton, SO14 3XB.
Please contact our Contributions Department on 0800 101 8314 or by email at [email protected] to request a Direct Debit mandate form. You will need to provide your policy number or name, address and date of birth.
We are unable to take new bank details via email.
I have changed my name, how do I update my policy/membership?
If you wish to change the name on your policy or membership please send an original or certified copy of your change of name documentation to our New Business Team at Foresters Friendly Society, Third Floor, Enterprise House, Ocean Way, Ocean Village, Southampton, SO14 3XB.
Examples of accepted forms of change of name documentation include Marriage certificates, deed Polls and decree absolutes.
Please note that we cannot accept standard photocopies that have not been certified.
If you intend to provide certified copies of documentation, the certification should be undertaken by a regulated or professional person. For example;
- Solicitor
- Banker
- Accountant
- Teacher
- Doctor
- Civil Servant
The certification should state “I confirm that this is a true copy of the original” and, along with the signature, include the person’s full name, full address, telephone number and occupation.
How do I add a nominee to my policy?
If you would like to add a nominee to your policy who can receive up to £5,000 without having to wait for probate following your death, you will need to complete, sign and return a nomination form.
Please contact our New Business Team for a nomination form, on 0800 101 8311 or by email at [email protected]
Why haven’t I received my policy documents?
Policy applications are processed by us within 5 working days of receipt. If you have not received your policy documentation within 7 working days following your application, please contact our New Business team who will arrange for another set to be posted to you.
To speak to a member of our New Business Team, please call 0800 101 8311, alternatively you can email us on [email protected].
I have lost my policy documents – what should I do? Is there a charge for this?
If you have lost your policy documents we are unable to send a replacement set; we are able to send an information letter at no charge.
Please call our New Business Team on 0800 101 8311, or contact us by email at [email protected] and we will arrange for an information letter to be posted out to you.
When should I expect to receive my annual bonus statement?
Annual bonuses are confirmed in March following the previous investment year which runs January to December i.e. the bonus rates for 2013 will be confirmed in March 2014.
Following their confirmation, we start work on the annual bonus statements and aim to issue them by June.
Child Trust Fund (CTF) policyholders receive their bonus statements slightly later in the year due to the different format the statements must take in keeping with CTF regulations.
My policy is coming to maturity, how will I be notified?
If your policy is due to mature, our Claims team will send out your maturity paperwork to notify you of the details. This will include the maturity amount and the potential re-investment opportunities available.
My child’s savings/endowments plan has matured and the cheque has been issued in my child’s name, but my child does not have a bank account. What should I do?
When a savings plan matures, cheques are made payable to the Policyholder, which in this case is the child.
If a cheque has been issued in your child’s name and they do not have a bank account, then a bank account will need to be opened for them. Unfortunately we cannot make cheques payable to anyone other than the policyholder.
Please contact our Claims Department on 0800 101 8312 or contact us by email at [email protected] for further information.
Payment enquiries
What payment methods do you accept?
A number of payment methods are available to you depending on the type of plan or policy you hold and the regularity of the payment.
Lump Sum Payments
To make a lump sum payment into your NISA, Investment Bond or Child Trust Fund we can accept:
- Cheques made payable to Foresters Friendly Society
- Debit card payments over the phone
- Online bank transfer (for our NISA and Child Trust Fund policies only). Please contact us on 0800 101 8311 for our bank details to make an online transfer from your bank account
Regular/Monthly Payments
We accept Direct Debits for monthly/regular payments into any of our policies. Please complete a Direct Debit mandate form for this type of payment.
Can I make a top-up payment over the phone?
Yes, we accept top-up payments over the phone by debit card for Child Trust Fund and NISA policies.
If you wish to make a top-up payment by debit card, please call our Member Services Department on 0800 988 2418.
Can I make an online payment into my child’s Child Trust Fund Account?
Yes, we accept online payments into Child Trust Fund accounts.
If you wish to transfer a lump sum direct from your Bank Account please call us on 0800 988 2418 and we will provide the details on what to do. Alternatively you can email us at [email protected].
I have missed a payment into my policy, how to do I arrange for the collection of this?
If you have missed a payment into your policy, please contact our Contributions Department on 0800 101 8314 and we can arrange to collect the payment by Direct Debit, or you can send a cheque to us at Foresters Friendly Society, Third Floor, Enterprise House, Ocean Way, Ocean Village, Southampton, SO14 3XB.
My policy is maturing soon and I pay monthly premiums. When is my last payment date?
If your policy is due to mature and you would like to find out when your last payment is, please contact our Contributions Department on 0800 101 8314 or contact us by email at [email protected].
I pay my policy by Direct Debit/Standing Order – will you cancel this for me when the policy matures?
If your policy is paid by Direct Debit, we will cancel the instruction after your last premium is collected or when you have advised us that you wish to surrender/cancel your policy.
If your policy is paid by Standing Order, you will need to cancel the instruction with your Bank or Building Society.
Claims enquiries
What is the value of my Foresters Friendly Society policy?
If you wish to find out the value of your Foresters Friendly Society policy, please contact our Claims Department on 0800 101 8312.
How do I cash-in my Foresters Friendly Society Policy?
If you wish to cash-in your Foresters Friendly Society Policy, please contact our Claims Department on 0800 101 8312. We will calculate a value and send this out to you in writing. The letter will explain the next steps if you wish to cash-in your policy.
I have received a maturity/surrender claim form – who signs this?
If you have received a maturity or surrender claim form for your policy it must be signed by the Policyholder before being returned to our Claims Department at Foresters Friendly Society, Third Floor, Enterprise House, Ocean Way, Ocean Village, Southampton, SO14 3XB.
I sent you a surrender claim form – when can I expect my money?
If you have recently returned a surrender claim form to us you should receive your payment within 5 working days once we are in receipt of this form.
If you have not received your money within 5 working days, please contact our Claims Department on 0800 101 8312.
My policy is maturing soon when can I expect my money?
Maturity letters are sent out to members roughly one month before their policy matures. The letter includes details of the maturity amount and the date. Maturity amounts are based on the assumption that all premiums have been paid.
Please contact our Claims Department on 0800 101 8312 or contact us by email at [email protected] for further information.
How do I notify you of the death of a policyholder?
To notify us of the death of a policyholder, please contact our Claims Department on 0800 101 8312.
We’re here if you need help or have any questions
If you have any questions that we have not yet covered or just want to talk your application through, please give us a call. Our friendly UK based team are on hand to make things as easy as possible (lines are open Monday to Friday 9 am to 5 pm).