How do I make a claim
We’re here to help you make a claim, quickly and simply
We understand this might be a difficult time, and you may have a lot on your mind. That’s why we’ve made the claims process as easy as possible. You’ll find everything you need to get started below, including what information you’ll need.
The fastest way to make a claim is online. You can do this from any device - mobile, tablet, or computer, and you can track your progress at any time.
Starting your claim online means you can:
1. Submit your claim securely, anytime – no need to wait for office hours
2. Upload documents directly, helping us begin your assessment sooner
3. Track progress from any device
It’s the quickest way to get your claim moving and avoids unnecessary delays.
Start a claim online
Click Claim on My Account if you're making a claim for a policy you're named on, this includes joint policies where the other policyholder has passed away.
To start a claim for someone else's policy click the Claim Portal.
Need more details about your claim?
You’ll find helpful information you’ll need and how to start your claim online, it’s quick, secure, and available 24/7:
We understand that making a claim can be a very difficult time, and we want you to know you're not alone. Our team are Samaritans trained to offer kind, understanding support throughout the process. We’ll do everything we can to make things as straightforward and stress-free as possible.
What we’ll need from you
To help us get started, please have the following details ready:
- Policy number (or the direct debit reference)
- Full name of the person who has passed away
- Date, place, and cause of death (if known)
- Your name and your relationship to them
- Legal next of kin (if known)
Start your claim online
You can submit your claim, upload documents, and track progress from any device - mobile, tablet, or computer.
What happens next
One we receive your claim:
- We’ll carry out some basic checks on the policy
- We may ask for a death certificate or more details about what happened
- We might contact the GP, Coroner, or other relevant parties if needed
- We’ll keep you updated every step of the way
Start a claim online
Click Claim on My Account if you're making a claim for a policy you're named on, this includes joint policies where the other policyholder has passed away.
To start a claim for someone else's policy click the Claim Portal.
We’re here to support you through the claims process
We understand that making a claim can be a very difficult time, and we want you to know you're not alone. Our team are Samaritans trained to offer kind, understanding support throughout the process. We’ll do everything we can to make things as straightforward and stress-free as possible.
What we’ll need from you
To help us get started, please have the following details ready:
- Policy number (or the direct debit reference)
- Full name of the person who has passed away
- A copy of the death certificate
- Your name and your relationship to them
- Legal next of kin (if known)
Start your claim online
You can submit your claim and upload documents from any device - mobile, tablet, or computer.
What happens next
- We’ll carry out some basic checks on the policy
- We’ll keep you updated throughout the process so you know what to expect
Start a claim online
To start a claim for someone else's policy click the Claim Portal.
Support when you need it most
We understand that facing a terminal illness is incredibly difficult - for you and for those close to you. During this time, we want to make sure you feel supported, listened to, and cared for. We’re here to make the claims process as simple and stress-free as possible.
With Terminal Illness Cover, you could receive the full payout before you pass away. This can give you the freedom to use the money in a way that’s most meaningful to you. You can check your policy details anytime by logging into My Account.
What we’ll need from you
To help us get started, please have the following details ready:
- Your policy number (you’ll find this on your direct debit)
- Details of your diagnosis or illness
- Contact details for your GP or medical consultant
Start your claim online
The easiest way to begin is through My Account. You can submit your claim, upload documents, and track progress from any device - mobile, tablet, or computer.
What happens next
Once we receive your claim:
- We’ll check your policy to confirm eligibility
- We may ask for letters from your GP or consultant
- We’ll send you simple forms to sign - by email or post
- Once we have everything, we’ll take care of the rest and keep you updated
Start a claim online
Click Claim on My Account if you're making a claim for a policy you're named on, this includes joint policies where the other policyholder has passed away.
We’re here to support you through your claim
Being diagnosed with a serious illness can be overwhelming - emotionally and practically. During this time, we want to make things as easy as possible for you and ensure you feel supported every step of the way. We’re here to make the process as simple and stress-free as we can.
If your policy includes Critical Illness Cover, you may be eligible to make a claim. You can check your policy details anytime by logging into My Account.
What we’ll need from you
To help us get started, please have the following details ready:
- Your policy number (you’ll find this on your direct debit)
- Details of your diagnosis or illness
- Contact details for your GP or medical consultant
- For children’s claims: a birth certificate or legal guardianship evidence (if applicable)
Start your claim online
- The easiest way to begin is through My Account
- You can submit your claim, upload documents, and track progress from any device - mobile, tablet, or computer.
What happens next
- We’ll check your policy to confirm eligibility
- We may ask for letters from your GP or consultant
- We’ll send you simple forms to sign - by email or post
- Once received, we’ll take care of the rest and keep you updated
- Please continue paying your premiums while your claim is being assessed
Start a claim online
Click Claim on My Account if you're making a claim for a policy you're named on, this includes joint policies where the other policyholder has passed away.
We’re here to support you through your claim
Being unable to work due to illness or injury can be stressful - not just physically, but financially too. During this time, we want to make sure that your claim is handled with care and understanding. We’ll do everything we can to make the process as smooth and straightforward as possible.
Start your claim as soon as possible if you think your illness could last beyond your deferred period. You can check your policy details anytime by logging into My Account.
What we’ll need from you
To help us get started, please have the following details ready:
- Your policy number (found on your documents or direct debit)
- Details of your illness or injury
- Contact details for your GP or medical consultant
- Contact details for your employer
- Proof of earnings
Start your claim online
- The easiest way to begin is through My Account
- You can submit your claim, upload documents, and track progress from any device - mobile, tablet, or computer.
What happens next
Once we receive your claim:
- We’ll check your policy and request any needed medical or employment information
- If you have letters from your GP or consultant, these can help speed things up
- We’ll send you simple forms to sign - by email or post
- Once we receive everything, we’ll assess your claim and keep you updated
- Your benefit is paid monthly in arrears, starting after your deferred period
- If there’s a delay in receiving information, your first payment may be later. We’ll backdate it once your claim is approved
- Please continue paying your premiums while your claim is being assessed
Start a claim online
Click Claim on My Account if you're making a claim for a policy you're named on, this includes joint policies where the other policyholder has passed away.
Need help?
If you prefer to speak to someone, we're here for you.
Life Insurance - 0800 137 101 Monday to Friday. 9am to 5.30pm
Over 50s Insurance - 0800 009 3506 Monday to Friday. 9am to 5.30pm
Terminal Illness claim - 0800 068 0789 Monday to Friday. 9am to 5.30pm
Critical Illness claim - 0800 068 0789 Monday to Friday. 9am to 5.30pm
Income protection claim - 0800 027 9830 Monday to Friday. 9am to 5.30pm.
You can also use this number to let us know if the policyholder has passed away. We'll help you close the policy and stop future payments.
How to claim on additional types of cover and benefits
Fracture Cover is an additional benefit taken alongside our policies. Each year at renewal, you have the option to renew or remove it from your cover. So please check your policy details on My Account to see if you have this benefit included in your policy.
It’s insured by AXIS Specialty London (the insurer) with all claims processed by Trustedoctor.
Making a claim - Trustedoctor portal
To make a claim, the life insured will need to register for the Trustedoctor portal using the following link www.trustedoctor.com/landg-fracture-cover
Here you’ll find all the instructions on how to activate your account to get access to your personal dashboard.
You can then access your personal dashboard or submit a claim at any time within the Fracture Cover policy term. All claims are managed by Trustedoctor.
Hospitalisation Benefit is included in some Income Protection Benefit policies.
You may be eligible for a benefit payment if you spend at least seven consecutive nights in hospital during your deferred period as a result of an illness or injury.
We’ll pay one thirtieth of your monthly benefit for each night you stay in hospital up to £150 per night. This can be paid from the 8th day, following seven consecutive nights in hospital. Please refer to the Hospitalisation Benefit section of your policy booklet for more information.
You can claim for this cover even if you’re not making an Income Protection Benefit claim at the same time. Just call our Claims team who will let you know if you can claim.
If you’re also making an Income Protection Benefit claim, then our claims team will review this cover at the time you tell them about your claim.
How to contact us
0800 027 9830
Lines are open 9am to 5pm Monday to Friday.
We may record and monitor calls.
Private Diagnostics is an additional benefit taken alongside our policies. Each year at renewal, you have the option to renew or remove it from your cover. So please check your policy details on My Account to see if you have this benefit included in your policy.
It’s insured by AXIS Specialty London (the insurer) with all claims processed by Trustedoctor.
What’s covered?
Private Diagnostics allows the life insured and/or their child access to a specialist in order to speed up specialist consultations and diagnostic testing for:
- Oncology
- Cardiology
- Neurosurgery.
This benefit includes a support service which will assist the life insured in choosing and arranging the virtual consultation with a specialist through the Trustedoctor customer portal.
Please see your policy booklet for more information.
Making a claim - Trustedoctor portal
To make a claim, the life insured will need to register for the Trustedoctor portal using the following link trustedoctor.com/landg-private-diagnostics
Here you’ll find all the instructions on how to activate your account to get access to your personal dashboard.
You can then access your personal dashboard or submit a claim at any time within the Private Diagnostics policy term. All claims are managed by Trustedoctor.
What information will you need?
- a letter or an email from a UK GP or specialist/physician detailing the reason for the referral
- a referral following a preventive cancer screening
- a medical report from a specialist/physician requesting or documenting the investigation of the suspected conditions.
If Waiver of Premium is included with your policy, this lets you stay covered without paying for it if you’ve been ill or injured for a number of weeks and meet the qualifying criteria. See your policy documents for the details and call us if you think you’re eligible to claim.
What information will you need?
Please let us know if you think you'll need to make a claim. The earlier you tell us the more we can help. You will need to provide us with:
- Policy number
- Details of the reason you've been unable to work
- How long you've been unable to work
What happens next?
- Our Team will carry out some basic checks, and review your claim.
- Depending on the information we’re able to gather from you, we may be able to make an instant decision, or we may need additional information, e.g. from your Doctor.
- We’ll keep you updated throughout the whole process.
Please continue to pay your premiums whilst the claim is being assessed.
How to contact us
To make a Waiver of Premium claim for an Income Protection policy:
0800 027 9830 (Option 2)
Lines are open 9am to 5pm Monday to Friday.
To make a Waiver of Premium claim for a Life Insurance / Critical Illness Cover policy:
My Account
0800 068 0789
Lines are open 9am to 5pm Monday to Friday.
Additional support
We understand it can be distressing when you need to make a claim.
The “Useful links” within each section above includes guidance to support services who can provide additional help.
You may also have free access to the following services as part of your policy:
Wellbeing support
Whether you need a reassuring chat, some information, or help getting through a challenging time – to name just a few, we’re here to help.
Care concierge
A free confidential telephone advisory service that can help you understand and find later life care.
Healix – Second medical opinion service
When you receive a diagnosis, you want to receive the best care possible. That’s why, when you claim for a condition covered by your policy, you can speak to a consultant specialist for their opinion about your condition.