Frequently Asked Questions

The Trustee looks after the Plan, and ensures that benefits are paid in line with the Trust Deed and Rules.

The easiest way for you to let us know that you have moved is to send us an email to eur001.admin@firstactuarial.co.uk.

Please include your full name, your old and new address and your national insurance number and date of birth on your email. If you would prefer to send this information in a letter, you can write to The Trustee of the Europ Assistance Holdings Ltd Pension & Life Assurance Plan, First Actuarial LLP, Fosse House, 182 High Street, Tonbridge, TN9 1BE.

If you have changed your name, you should let us know so we can update our records.

In order to update our records, we will need to see a copy of your marriage certificate. Please send your original marriage certificate along with confirmation of your new name, address and date of birth to The Trustee of the Europ Assistance Holdings Ltd Pension & Life Assurance Plan, First Actuarial LLP, Fosse House, 182 High Street, Tonbridge, TN9 1BE. We will return the certificate to you by recorded delivery on the day of receipt. You may also wish to consider updating your Expression of Wish form.

The Expression of Wish Form is considered by the Trustee when deciding to whom any lump sum benefits should be paid, in the event of your death. The Trustee also considers other information, such as whether you have any children or other dependants when reaching their decision.

You can download an Expression of Wish Form from the Documents page of this website. Alternatively contact First Actuarial and we will send a copy to you in the post.

We are sorry that you have a complaint. As a first step, please let us try to put this right, contact the Plan administrators and let them know details of your complaint. If this does not satisfactorily resolve your complaint, you should raise a formal complaint by following the “Internal Dispute Resolution Procedure”, which can be found on the Documents page of this website - alternatively contact First Actuarial and we will send a copy to you in the post.

You can contact the Plan administrators using the details on the “Contact Us” page of this website to ask any questions that haven’t been covered on this page.

For females who left pensionable service before 19 February 1993, your normal retirement date is the last day of the month before your 60th birthday.

For all other members, your normal retirement date is the last day of the month before your 65th birthday.

You can normally retire before or after this date, subject to certain restrictions. More details can be found in the Plan booklet, or you can ask the Plan administrators.

If you are over age 55 but have not yet retired, these details are set out in the secure “My Pension” section of this website.

If you are under age 55, please contact the Plan administrators using the details on the “Contact Us” page of this website.

You previously had the option to pay extra contributions to the Plan to build up additional pension benefits

These Additional Voluntary Contributions (AVCs) are invested separately from the Plan in your personal AVC pot. Your AVC pot will be invested, so the value can go down as well as up, and you might get back less than you previously put in.

You have several choices in how you take your AVC benefits. Subject to HMRC limits, you can use your AVCs provide some, or all, of your tax-free cash at retirement. Alternatively, you can transfer your AVC pot to an insurance company, where you can buy an annuity, take it all as cash or make gradual withdrawals.

Your State Pension Age depends on your gender and when you were born. You can find out your State Pension Age on the following website, gov.uk/state-pension-age

Pensions in payment are increased on 1 April each year.

Upon your death, a pension of 50% of the amount you were receiving (before any reduction due to any tax-free cash sum you may have taken on retiring) will be paid to your spouse or eligible dependant.