Your client can access the service by using the contact details on their Wellbeing Support Guide in their online ‘My Account’. Service is provided by RedArc Assured Limited.

Our protection claims 2022

Q: Rehabilitation Support Service

If your client has a valid income protection claim, they can access these services using: Income protection claims 0800 027 9830 income.protection@landg.com

Read our latest protection claims statistics report and infographic to find out more about our claims process.

We’ve broken our claims statistics down by product, customer profile and top reasons for claims, to support your conversations and reaffirm the importance of having the right protection in place should the worst happen.

We've also provided you with the tools and advice regarding the reasons why claims are rejected and the importance of Confirm Your Details (CYD) to ensure all your clients stand the very best chance of having their claim paid.

Key claims documents

Claims summary

Our latest claims product data in an at-a-glance format.

Download the summary PDF size: 135KB

Claims magazine

A full breakdown of our latest data including claims by product, condition, region and age.

Download the magazine PDF size: 3.8MB

Help us pay more claims

How to make sure your client has the best chance of having their claim accepted.

Download the guide PDF size: 203KB

Meet the people behind the numbers

Barry's story

Barry's story video

Barry explains how a pay-out on his critical illness policy allowed him and his family to focus on what’s important following a Subarachnoid brain haemorrhage.

You can also read about how Brett from our claims team handled Barry's case PDF size: 655KB.

Case studies

See the impact and real-life value of a protection policy with claims customer stories.

See more case studies

Confirm your details

Learn more about the importance of confirming your details.

How to make a claim

We’re signed up to the Protection Distributors Group' (PDG) Claim Charter, reinforcing our dedication to delivering the highest standards to customers throughout their claim experience.

We have over 60 Samaritans-trained claims assessors, so every claim is handled with compassion. Your client’s case will be dealt with by the same assessor throughout, if possible. Clients can also nominate someone to act on their behalf – we’ll need written permission for this. Read more about our typical claims process and timings.

Making a life insurance or critical illness cover claim

Step 1: Client calls us to start their claim

You or your client can call us, with the documents we need to hand, for example, a death certificate, a will if there is one, or medical evidence for a health claim. We’ll use this initial phone call to gather as much information as we can, which can take around 30 minutes.

Step 2: Client completes their claim pack

We’ll send out a claims pack for your client to fill in and return. Email is the quickest way we can send it to them. If the pack is incomplete when the customer returns it, we’ll call your client to go through the missing details or send it back to them to finalise.

Step 3: We review the claim pack

Once we’ve received a fully completed pack, a claims assessor will review the information and process the next steps. These could be:

Pay the claim – if we have all the relevant information showing a valid claim, we will arrange payment.
Request further medical evidence – if we need more medical evidence to make a decision, we will request this from third party health professionals. This will mean that the claims process will take a little longer.

Making an income protection claim

Step 1: Client calls us to start their claim

Your client calls us to let us know about their absence from work. We’ll use this initial phone call to gather as much information as we can.

Step 2: Client completes their claim pack

Our team will send out the claim pack via DocuSign so your client can complete any missing information in their own time and give their consent electronically. We can also send a paper copy if they prefer.

Step 3: We review the claim pack

Once we’ve received the claim pack, we’ll carry out a review which will help highlight if we need any more information. This could mean more details from the client, their family or a treating medical professional. We’ll also establish whether your client would benefit from involvement from our clinical team for additional support and treatment.

If the client is still off work at the end of the deferred period and their claim is valid, we’ll start paying their monthly benefit.

Claiming on optional benefits

How to claim on added value services or optional benefits your client has added to their protection policy.

Fracture cover

If your client has added Fracture Cover to one of their policies and would like to make a claim, they can do so via Trusedoctor.

Make a claim for Fracture Cover

Clients can also submit their claim by email or post:

Download Fracture Cover claim form PDF size: 187KB

landgfracturecover@trustedoctor.com

Trustedoctor
PO Box 77845
London
SE10 1FH

Insured by AXIS Specialty Europe SE. The support and services are provided by Trustedoctor, a sister company of Further Underwriting International SLU.

Private diagnostics

If your client has added Private Diagnostics to one of their policies and would like to make a claim, they can do so via Trustedoctor.

Make a claim for Private Diagnostics

Clients can also submit their claim by email or post:

landgprivatediagnostics@trustedoctor.com

Trustedoctor
PO Box 77845
London
SE10 1FH

Insured by AXIS Specialty Europe SE. The support and services are provided by Trustedoctor, a sister company of Further Underwriting International SLU.

Rehabilitation Support Service

Wellbeing Support

Claims contacts

Life insurance claims

0800 137 101

life.claims@landg.com

Critical illness cover, terminal illness cover or Waiver of Premium claims

0800 068 0789

health.claims@landg.com

Income protection claims

0800 027 9830

income.protection@landg.com

Further information

Impact of overseas travel and residency on claims
Advance payments for funeral costs

Impact of overseas travel and residency on claims

Overseas travel and residency questions form part of our standard application process.

If the application is accepted by us, then the policy documentation states how we would assess any future overseas travel or change in residency.

The terms and conditions governing residency and travel vary between different products and have changed over time, so any existing customer should refer to their individual policy document for full information. Any payments from claims can only be made to a UK bank account.

Countries where a claim can be made

Life insurance claims

Claims can be made from anywhere in the world. We will pay a claim as long as we can verify that it is valid.

Critical illness cover claims

The life insured, or relevant child is covered, if they are resident in the United Kingdom, any part of the countries that form the European Union, USA, Canada, Australia, New Zealand, the Isle of Man or the Channel Islands. We will also accept a claim from other countries if we can confirm the claim is valid. We will act reasonably when reviewing evidence to support the validity of a claim.

Income protection

Clients can make a claim on this policy if they reside in or travel to any part of the countries that form part of the European Union, USA, Canada, Australia, New Zealand, the Isle of Man or the Channel Islands, or they reside or travel for up to 12 consecutive months in any other part of the world.

However, the monthly benefit for incapacity provided by this policy will only be payable for up to six calendar months while the client is outside the countries listed above.

Waiver of Premium

The life insured can claim for Waiver of Premium if they reside or travel within the European Union or travel outside of the European Union for no more than three consecutive months in any 12 months.

If the life insured travels outside of the European Union for more than three consecutive months in any 12 months, we will act reasonably when assessing whether the life insured meets the definition of incapacity.
Advance payments for funeral costs
All Life Insurance policies with a Death Benefit Claim could qualify for an advance payment of up to £10,000. Depending on each valid claim and the circumstances, we can pay the Funeral Director directly if we can’t pay out the full claim value and if the funeral payment is still outstanding.

The following policies don't qualify for advance payments for funeral costs:
- Policies that are Assigned, Under Trust or subject to bankruptcy
- Claims for loss of income (Income Protection Benefit)
- Claims for a critical illness (Critical Illness Cover)
- Claims for a terminal illness (Terminal Illness Cover)
- Claims for Total Permanent Disability (TPD)
- Claims for Accident, Sickness, Unemployment (ASU)

Our claims

Key claims documents

Claims summary

Claims magazine

Help us pay more claims

Meet the people behind the numbers

Barry's story

Case studies

Confirm your details

How to make a claim

Making a life insurance or critical illness cover claim

Step 1: Client calls us to start their claim

Step 2: Client completes their claim pack

Step 3: We review the claim pack

Making an income protection claim

Step 1: Client calls us to start their claim

Step 2: Client completes their claim pack

Step 3: We review the claim pack

Claiming on optional benefits

Fracture cover

Private diagnostics

Rehabilitation Support Service

Wellbeing Support

Claims contacts

Life insurance claims

Critical illness cover, terminal illness cover or Waiver of Premium claims

Income protection claims

Further information

Impact of overseas travel and residency on claims

Countries where a claim can be made

Advance payments for funeral costs

Multi-Pet Discount Terms and Conditions