Our claims

Step 1: Client starts their claim with us

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.

Your clients also have the option to start a claim online and upload documents directly. For joint policies where one policyholder has passed away, use My Account.  For single life policies, use the Claim Portal.

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 member of the claims team 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.

Step 1: Client contacts us to start their claim

Your client  contacts us to let us know about their absence from work. They can do this through their online ‘MyAccount’ Portal, or alternatively by telephone. A claims assessor will then look to have a further conversation with the customer by phone ,to gather as much information as we can, in addition to that already provided.

Step 2: Client completes their claim pack

If your client has logged their claim through their ‘MyAccount’ Portal, they will be asked to complete and sign a number of documents required to proceed with the claim. If the claim was logged by telephone, 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 these completed documents, we’ll carry out a review of all the information received to that point, which will determine if we need anything further. This could mean more details from the client or their representative, , a treating medical professional such as their GP surgery, or their employer (if relevant). We’ll also establish whether your client would benefit from a referral to our clinical team for additional support and treatment, to help facilitate a return to work.

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.

It’s important your client contacts us as soon as possible when they need to make a claim, as it can take us time to gather all the information we need. For us to fully assess their claim, we’ll need to receive all the information we request from your client and any third parties. We want to avoid delays to their benefit being paid.

Key points to know about your client’s claims process:

• Your client should contact us to make a claim as soon as they’re unable to work if they believe their illness or injury will likely continue past their chosen deferred period. They can contact us:
• online via My Account at landg.com/myaccount
• or call us on 0800 027 9830.
• So we can assess their claim, we’ll ask them to send us details of their illness or injury. We’ll also ask for their permission to contact their doctor for medical information and ask for contact details for their doctor. We’ll also need contact details for their employer and proof of earnings, as well as any other relevant information. If they can provide this as soon as they can, we can help them as quickly as possible.
• We sometimes rely on third parties such as healthcare providers, and a customer's employer to provide evidence, which can mean delays to when your clients claim will be assessed.
• Their benefit will be paid on a monthly basis in arrears. This means we aim to send their first payment 1 month after the end of their deferred period. This is the minimum number of weeks we’ll wait before we start paying their monthly benefit. However, this may be delayed if it takes longer for us to be notified, or to assess and approve their claim, meaning that their claim may not be paid out immediately. This is more likely if they’ve chosen a short deferred period, such as 4 or 8 weeks.
• If this happens, we’ll make their first payment as soon as possible after their claim has been accepted. This will include any backdated payments due in line with the terms and conditions. It’s important they consider any financial arrangements they need to make so they can continue paying their bills until their claim can be paid.
• When they make a claim, we use their income from just before they became sick or injured to work out their monthly benefit. This means if they’ve changed their hours or are earning less than they were when their policy started, their monthly benefit might be lower. It’s important to regularly review to make sure their cover still meets their needs.  So, if their income increases or decreases, they may want to review their Income Protection Benefit. 
• If your client is experiencing financial difficulties, they can let their claims assessor know. 

More information can be found in your client’s policy documents.

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

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.