Claims information and process.

Claims process

At Legal & General we are happy to share our claims experience with you. We know that this is a difficult time for someone who is ill or who has a bereavement and we hope the following will help you understand what is required before we can make a decision.

Making a Claim

To make a claim, the plan must be in force with all premiums paid to date at the time of the claim. For health claims, premiums should continue until a decision on the claim is made. We suspend payments on death claims as soon as we are advised of the death of a client.

On receipt of a completed claims form, the case will be assigned a claims assessor who will be your main point of contact throughout the process.

The person who is the claimant may nominate a third party to act on their behalf, and we will advise you if we require written permission to deal with the nominate third party.

The assessor will decide on the next step having received the claim form.

It is likely that the majority of health claims will require further medical evidence from the doctors or consultants who are involved in the treatment. We will keep you informed every time we ask for information.

The claims department can be contacted by telephone, letter or email. The claims line is open between 9am and 5.30pm, Monday to Friday. You can leave a message at any time day or night and we will get back to you. We have a specialist helpline designed to offer help and advice to your client throughout their claim period.

Second medical opinion service

This is the opportunity for your clients to have a face to face meeting with a Consultant Specialist to get a second medical opinion on their condition, should they need to make a claim.

The service is totally confidential and independent from Legal & General. View full details

Helpful hints on completing the claims form

By providing detailed information on the claims form, you will help speed up the process.

Details should be provided by telephone, letter or email direct to our claims department.

Full details of any illness, when it started, treatment given and who has been contacted are particularly helpful.

Consumer Insurance (Disclosure and Representations) Act 2012

We always apply the Consumer Insurance Act and the ABI Code of Practice when we assess a claim. If we ever decide to reduce the payment the decision will be ratified by at least two expert members of our team.

ABI Code of Practice

Consumer Insurance (Disclosure and Representations) Act 2012