The effect of COVID-19 on our services

Stay up to date with the latest information about how to get in touch with us during COVID-19 disruption.

We're working hard to make sure the effects of COVID-19 cause as little disruption to our contact services as possible. But to protect our staff and our customers, we may need to reduce some of our services at times. We've included all the latest service updates for you on this page. 

What services are affected?

Investments

Managing your investments during the COVID-19 outbreak

Update on how to contact us

The health, safety and wellbeing of our customers and our employees is incredibly important to us. The spread of COVID-19 (coronavirus) has created a great deal of uncertainty and disruption for everyone. We’re making sure that we’re still available to help you manage your investments while also ensuring the safety of our staff during this challenging time.

With this in mind, we have taken the difficult decision to temporarily close our offices and ask that all our Service Centre operators work from the safety of their homes.

As such, we are unable to accept telephone calls for buying and selling instructions, and changes to your investments or your account.

You can still manage your L&G savings and your account online through My Account or by post at the following address:

Legal & General Investments
PO Box 6080
Wolverhampton
WV1 9RB

Use My Account to:

  • Add to or sell your investments
  • Change your fund choice
  • Set up regular monthly payments
  • Check your valuation
  • Manage your account

Login or Register for My Account here

Vulnerable customers

Vulnerable customers or those with exceptionally urgent financial needs can contact the team directly by email at investments@landg.com

Can’t find what you’re looking for?

Send us a secure message through My Account and our team will get back to you as soon as possible. Due to the disruption, response times may be longer during this period.

Please note that unfortunately we cannot accept buying, selling and other instructions about your account or your investments given to us by any other route – for instance, over email or through our social media channels (such as Twitter or our Facebook group). The security of your savings is vital and so we have to make sure that any instruction relating to your account is genuine. 

Retirement

Retirement income

Our focus is on ensuring we continue to support customers. We’ve prioritised carrying out essential tasks, so we’ve made some changes and introduced ways to help you self-serve.

Find out more

Lifetime Mortgages

Our phone lines are busier than usual but we are still open for people looking for a lifetime mortgage and any existing customers.

We're continuing to accept new applications, but this will take longer than normal and there may be instances where we aren't able to complete applications due to temporary changes in our process. Please bear with us and accept our apologies for any inconvenience this may cause.  Thank you for your understanding and patience. We’ll continue to provide you with ongoing updates on the website to keep you up-to-date.

Find out more

Pensions Risk Transfer

Owing to measures that we are taking to protect our employees and customers from the spread of COVID-19 across our business locations, our customer service hours are now from 9.30 am to 5 pm. Alternatively you can e-mail us at dbretirments@landg.com. Thank you for your understanding and patience.

Workplace pensions

Getting in touch about your workplace pension

Owing to exceptional circumstances caused by the spread of COVID-19 (coronavirus), we regret that we’re unable to operate our normal helpline service and our phone lines are closed until further notice. We are still replying to emails and secure messages.
 
Please accept our apologies for any inconvenience this may cause.
 
If you need to contact us in relation to your pension because of serious ill health or the death of a pension scheme member, please contact us by email at the following address: Pensions.SensitiveClaims@landg.com.

At the present time, only enquires relating to serious ill health or the death of a member can be answered from this mailbox. 

We have set up a designated area on our website to provide information about COVID-19 (coronavirus) and any effects on your pensions and investments. For the latest updates, please use this as your first port of call.

We appreciate these are difficult times for our customers and our employees and are doing everything we can to keep people safe and provide the best possible service in truly exceptional circumstances.

Life cover

Getting in touch

As a business, our purpose has always been to offer services and products that support you when you need it most. This, together with the safety of our staff, remains our primary focus during this difficult time. For enquiries about existing policies, we are ensuring that our website and MyAccount have all the most up to date information for you. This will be the best and quickest way for you to find any information you need. If you can’t find the answer to your question here, then our phone lines for existing customers are open but we would like to apologise that there may be a longer wait time than we would usually expect due to the impact of Covid 19. If you are looking for how to  apply for a new protection policy, then our products are now available online only and full information is available on our website.

For our current opening hours, see our FAQ PDF - PDF file: Coronavirus (Covid-19) FAQs PDF size: 185KB  

You can also visit our Life Cover Support page to find the information you need.

Insurance

Getting in touch

To protect our staff and everyone else from the spread of COVID-19 we’re running reduced contact services and are prioritising our Existing Customer and Claims calls. As a result we are temporarily pausing the sale of new policies via our Contact Centre, you can still purchase online via our website. 

Find out how to get in touch

Pensions, bonds and with profits support

Getting in touch

COVID-19 update: We’re following Government guidance to make sure we keep our staff and customers safe. We might need to offer reduced services at times but right now, our phone lines and My Account service are working as normal.

Our response to COVID-19 /the Coronavirus

Worried about the markets?

COVID-19 has caused some big moves in markets and that can be uncomfortable for investors. However, short-term unpredictability does not necessarily mean a permanently smaller savings pot. We find at these times it’s best to keep in mind your long-term savings goals and not let short-term market fluctuations get in the way. 

Read the latest articles from our investment experts, how investors can deal with the COVID-19 market impact and why there are several reasons to stick with your ISA in jittery markets. 

We hope that the above information is useful. If you’re uncertain what’s best for you savings, investments and pensions, it might be a good idea to consult a professional financial adviser. You can find a full list of authorised financial advisers in your area here www.unbiased.co.uk

It is important to remember that past performance is not a reliable indicator of future results, and the value of an investment can go down as well as up.