Existing customer FAQs.

Can I make a change to my policy?
You can make changes to your policy such as increasing or decreasing the term or amount of cover and removing a policy holder. Terms and conditions will apply.

If you'd like to find out more please contact your financial adviser or call us on
0370 163 0657 between 8:30am and 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturday. We may record and monitor calls. Call charges will vary.
Can I increase the amount of life cover I already have?
You can increase the amount of life cover under your plan using the Guaranteed Insurability Option or altering your plan. Terms and conditions will apply.

If you'd like to find out more please contact your financial adviser or call us on
0370 163 0657 between 8:30am and 6:00pm, Monday to Friday and 9:00am to 1:00pm on Saturday. We may record and monitor calls. Call charges will vary.
I've missed a premium. What do I need to do?
To ensure your cover continues, please act quickly and call us on 0370 163 0657 between 8:30am and 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturday. We may record and monitor calls. Call charges will vary.
I need to change my direct debit details. What do I need to do?
All you need to do is contact us on 0370 163 0657 between 8:30am and 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturday. We may record and monitor calls. Call charges will vary.
Can I change the date my monthly premium comes out on?
Yes, you can make the change by contacting us on 0370 163 0657 between 8:30am and 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturday. We may record and monitor calls. Call charges will vary.
How can I change my bank details?
All you need to do is contact us on 0370 163 0657 between 8:30am and 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturday. We may record and monitor calls. Call charges will vary.
How do I cancel my policy?
Contact your Financial Adviser or call us on 0370 163 0657. We will need permission from joint policyholders. We're available between 8:30am and 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturday. We may record and monitor calls. Call charges will vary.

If you prefer to write to us, our address is:
Web Cancellations
Legal & General Assurance Society Limited
City Park
The Droveway
Hove
BN3 7PY

It's important that you consider your decision carefully.
Can I give authority for someone else to discuss my policy?
Yes, you can. We'll require a signed letter from you giving their full name, date of birth and address. In addition we will ask you to confirm a password which we will record and use as an additional security check for the person (s) you have nominated.

Please send this to:
Customer Administration Team
Legal & General Assurance Society Limited
City Park
The Droveway
Hove
BN3 7PY
My smoker status has changed. What should I do?
If you have stopped smoking, this won't affect your current policy or premiums in any way.

If you have begun smoking since your policy started, this won't affect your policy or premiums in any way, providing the details you gave at the time are correct.
I've changed jobs. How will this affect my policy?
We'll need some more details from you to check if this will affect your policy. Please call us on 0370 163 0657 between 8:30am and 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturday. We may record and monitor calls. Call charges will vary.
I've taken up a hazardous hobby. How will this affect my policy?
We'll need some more details from you to check if this will affect your policy. Please call us on 0370 163 0657 between 8:30am and 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturday. We may record and monitor calls. Call charges will vary.
I’ve changed my name. What do I need to do?

You can call us on 0370 163 0657 between 8:30am and 1:00pm Monday to Friday and 9am to 1pm on Saturday. We may record and monitor calls and call charges will vary.

Alternatively, you can write to us confirming the policy you wish to change. Our postal address is:

Customer Administration Team
Legal & General Assurance Society Limited
City Park
The Droveway
Hove
BN3 7PY

Please send us the original marriage certificate, deed poll, birth certificate and decree absolute or nisi, registered civil partnership certificate or statutory declaration so we can change our records.

We recommend that you send any original documents by recorded delivery and we‘ll return this document to you in this way.

I’ve changed my address. What information do you need from me?
You can call us on 0370 163 0657 to let us know your new address. We're available between 8:30am and 6:00pm Monday to Friday and 9:00am to 1:00pm Saturday. We may record and monitor calls. Call charges will vary.

If writing please include your policy number, new address details and telephone number. Our address is:
Customer Administration Team
Legal & General Assurance Society Limited
City Park
The Droveway
Hove
BN3 7PY
I'm moving abroad. Should I notify you?
As moving abroad could affect your policy, you will need to notify us. Please call us on 0370 163 0657. We're available between 8:30am and 6:00pm Monday to Friday and 9:00am to 1:00pm on Saturday. We may record and monitor calls. Call charges will vary.

If calling from abroad please call us on 0044 2920 276 014. Calls to this number will be charged at the prevailing international rate.
How do I make a claim for critical illness?
You can find out what you need to know about our claims process on our How to make a claim page or simply call us on 0800 068 07899 between 9:00am and 5:30pm Monday to Friday. We may record and monitor calls and we are based in the UK. Call charges will vary.

If calling from abroad please call us on 0044 1273 374 414. Calls to this number will be charged at the prevailing international rate.
How do I make a claim for terminal illness?
You can find out what you need to know about our claims process on our How to make a claim page or simply call us on 0800 068 07899 between 9:00am and 5:30pm Monday to Friday. We may record and monitor calls and we are based in the UK. Call charges will vary.

If calling from abroad please call us on 0044 1273 374 665. Calls to this number will be charged at the prevailing international rate.
My child has a critical illness, can I make a claim against my critical illness cover policy?
You can find out what you need to know about our claims process by visiting our How to make a claim page or simply call us on 0800 068 07899 between 9:00am and 5:30pm Monday to Friday. We may record and monitor calls and we are based in the UK. Call charges will vary.

If calling from abroad please call us on 0044 1273 374 414. Calls to this number will be charged at the prevailing international rate.
How do I notify you of a death?
You can find out what you need to know about making a claim on our How to make a claim page or simply call us on 0800 068 07899 between 9:00am and 5:30pm Monday to Friday. We may record and monitor calls and we are based in the UK.

If calling form abroad please call 0044 1273 374 414. Calls to this number will be charged at the prevailing international rate.
How do I make a complaint?
If you wish to complain about the service you've received from us, or would like us to send you a copy of our internal complaint handling procedure, please contact us on 0845 071 1439 between 8:30am and 5:00pm Monday to Friday. We may record and monitor calls. Call charges will vary.

Alternatively, please write to us at:
Complaints Department
Legal & General Assurance Society Limited
Knox Court
10 Fitzalan Place
Cardiff
CF24 0TL
Am I eligible for the free gift?

If you took a policy out online with Legal & General or provided a promotional code at the time of sale you should be eligible to receive a free gift. 

We will aim to send your free gift four months after your policy start date. Customers paying monthly premiums will not be eligible for the gift if a monthly payment is missed during this time. Please allow time for delivery. 

Follow the links below for full terms and conditions of the offer:

Life insurance free gift terms and conditions

Over 50s Life Insurance free gift terms and conditions

My partner and I have taken out a joint policy, will we both receive a free gift?

No, for joint policies only one gift will be issued.

My partner and I have taken out separate policies, will we both receive a free gift?

If these are the only policies you’ve taken out in the last year under this offer, you will both receive a free gift.

We will aim to send your free gift four months after your policy start date. Customers paying monthly premiums will not be eligible for the gift if a monthly payment is missed during this time. Please allow time for delivery. 

Follow the links below for full terms and conditions of the offer:

Life insurance free gift terms and conditions

Over 50s Life Insurance free gift terms and conditions

I pay monthly premiums, when will I receive my gift?

We will aim to send your free gift four months after your policy start date. Customers paying monthly premiums will not be eligible for the gift if a monthly payment is missed during this time. Please allow time for delivery. 

Follow the links below for full terms and conditions of the offer:

Life insurance free gift terms and conditions

Over 50s Life Insurance free gift terms and conditions

I pay annual premiums, when will I receive my gift?

We will aim to send your free gift four months after your policy start date. Please allow time for delivery.

Follow the links below for full terms and conditions of the offer:

Life insurance free gift terms and conditions

Over 50s Life Insurance free gift terms and conditions

It’s been 30 days since I paid my third premium and I still haven’t received my free gift?

Please email us your name, address and policy number and we’ll look into the query for you. We’ll write to you with an answer to your query in the next five working days.

My gift has been posted but I still haven’t received it. What should I do next?

Please email us your name, address and policy number and we’ll arrange for your gift to be sent in the next five working days.


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