Living Time is very proud of the service we offer our customers.  Through our dedicated back-office team in Cheltenham we aim to provide first-class standards of service that are amongst the best in the industry.

Below, we have detailed the various stages of service we aim to provide and our typical service level standards.  We always welcome comments and feedback on the service we provide, which you can do by e-mailing our Operations team by clicking here ».

You can jump straight to a particular service section by clicking the links below:

 

Registration (conducting business with Living Time)

The starting point for conducting business with Living Time is registration.  You can start the process by completing our online registration form (click here »), or you can contact the Registrations Team at our Cheltenham office on 08450 588 500.

Our service aim
Once the details have been received and verified, we aim to set up Registered Individuals on the same day and Firms by Close Of Play the following working day.

Time:  Typically 1-2 working days

Providing quotations

You can get quotations online via the Exchange or the Living Time website (once you have your login ID and password).  Alternatively,  you can request a manual quotation by calling 08450 588 500, faxing 08450 588 400 or emailing ifaoperations@living-time.co.uk.

Our service aim
If we are doing a manual quotation for you, we aim to get it out to you the same day if we receive the request before 16:00.

Time:  Typically 1 working day

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Processing applications

You can apply for Living Time Plans online, or you can send paper copies to our Cheltenham Office for processing (you still need to send us a paper version if you apply online as we require the client’s signature).

Our service aim
We aim to acknowledge applications by phone on the day of receipt, so we can tell you about any errors or omissions that might hold up the application and get problems resolved more quickly than by post or e-mail.  If you submit an application online, you can track progress online via our website.  For manual applications, we will e-mail you once a week indicating any items outstanding.

Time:  Typically 1 working day

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Issuing Discharge Forms

Our service aim
We aim to send off Discharge Forms on day of receipt if received before Midday.

Time:  Typically 1 working day

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Chasing Transferring Providers

We aim to chase Transferring Providers every 5 working days by calling them.

Based on Living Time’s experience, the average time taken by Transferring Providers to send funds after the Discharge Form has been issued is 34 calendar days1.  This means we will have chased the Provider at least 4 times before receiving the monies.

1. As at September 2008

Time:  Typically 34 calendar days

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Allocation of funds

Once we have received and matched the funds, this triggers the production of the policy document, the payment of PCLS (sent via BACS), the first income payment and the payment of commission.

Our service aim
Once we have received funds from the Transferring Provider, we aim to allocate funds to the client’s policy normally within 3 working days, providing certain criteria are met (for example, the funds and benefits are in line with the original quotation)

Time:  Typically 3 working days

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Payment of commission

We pay commission via BACS every Thursday.  If funds have been allocated and the policy made live by Wednesday, we will submit commission to BACS on Thursday night.  If funds are allocated on Thursday, commission will be submitted to BACS the following Thursday.

Time:  Up to 5 working days

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