When you need to make a claim, we’re here to help
When it comes to making a claim, it can be a difficult time. You’ll have a lot of other things on your mind, so we feel it's important to guide you through the process and make it as straightforward as possible. Here you'll find the information you’ll need, and discover what steps we take along the way.
Types of claim
If the policy holder has passed away
We understand that when it comes to making a claim, it can be a difficult time.
That’s why our experienced claims assessors have completed a Samaritans training course which provides them with the skills to support you and take some of the pressure off. We want to help with a stress-free claims process and rest assured that each claim will be treated individually and personally.
Here you’ll find a list of what we’ll need if you’re making a claim on behalf of someone who held a Life Insurance, Over 50s or Whole of Life Protection Plan.
If the policy holder had a Critical Illness or Income Protection policy, and you need to let us know they’ve passed away – please contact us using the numbers in the relevant section on this page.
What information will you need?
When you let us know about a claim, please provide us with:
- Policy number (if you don’t have this, we can still help)
- Name of the person who has died
- Cause, date and place of death (if known)
- Who you are and your relationship to the deceased
- Who the legal next of kin is (if known)
What happens next?
- If you have a Joint policy, please log into My Account to start a claim, otherwise please call us.
- Our team will carry out some basic policy checks.
- Please have to hand the death certificate (if available), or details of the circumstance of the death.
- We'll assess your claim; this may include writing to the GP, Coroner (or procurator fiscal) and any other involved parties for additional information.
- We’ll keep you updated throughout the whole process.
How to contact us
My Account
The simple way to view and manage Legal & General products online.
For Life Insurance and “Whole of Life Protection Plan” policies - 0800 137 101
For “Over 50s Life Insurance” policies - 0800 009 3506
Lines are open 9am to 5pm, Monday to Friday.
Terminal Illness Claim
If Terminal Illness Cover is included with your life cover, it means we may pay out the full amount of cover before you pass away, if your life expectancy is less than 12 months. This means you can decide how this money is used, and it provides one less thing to worry about in the last months of your life.
Depending on the policy you have, the terminal illness cover may not run for the full term of your plan. Also a terminal illness claim cannot be made after the death of the person insured. Please refer to your policy documents, which you can see on My Account. These will tell you when you can make a terminal illness claim, or you can contact us using the details below.
What information will you need?
When you let us know about a claim, please provide us with:
- Policy number (this can be found on your direct debit)
- Details of the diagnosis/illness
- Contact details for your GP/Medical Consultant
What happens next?
- We'll carry out some basic policy checks to ensure the condition can be considered as a claim
- We'll ask for information about your diagnosis and your Consultant and GP details - if you have any GP or Consultant letters, these will be useful for us.
- Once we've finished discussing your claim, we'll send you some simple forms to sign and return - we can email or send these via post for you.
- We'll then take control of your claim and keep you updated throughout the whole process.
Please continue to pay your premiums whilst the claim is being assessed.
How to contact us
The easiest way to start a claim is to log into:
My Account
The simple way to view and manage Legal & General products online.
Lines are open 9am to 5pm Monday to Friday.
Critical Illness Claim
What information will you need?
When you let us know about a claim, please provide us with:
- Policy number (this can be found on your direct debit)
- Details of the diagnosis/illness
- Contact details for your GP/Medical Consultant
If you’re making a Children’s Critical Illness Cover claim, we may ask you for a copy of the child’s birth certificate (or evidence of the legal adoption or legal guardianship).
What happens next?
- We'll carry out some basic policy checks to ensure the condition can be considered as a claim
- We'll ask for information about your diagnosis and your Consultant and GP details - if you have any GP or Consultant letters, these will be useful for us.
- Once we've finished discussing your claim, we'll send you some simple forms to sign and return - we can email or send these via post for you.
- We'll then take control of your claim and keep you updated throughout the whole process.
Please continue to pay your premiums whilst the claim is being assessed.
How to contact us
The easiest way to start a claim is to log into:
My Account
The simple way to view and manage Legal & General products online.
Lines are open 9am to 5pm Monday to Friday.
You can also use this number if you need to tell us the policy holder has passed away. We’ll then help you to end the policy and stop any future premiums being charged.
Income Protection Claim
It’s important you contact us as soon as possible when you need to make a claim, as it can take us time to gather all the information we need.
For us to fully assess your claim, we’ll need to receive all the information we request from both you and any third party (such as a Doctor).
We want to avoid delays to your benefit being paid, so please help us to do this as quickly as possible.
Key points to know about the claims process
Contact us to make a claim as soon as you’re unable to work if you believe your illness or injury will likely continue past your waiting or chosen deferred period.
- We sometimes rely on third parties such as healthcare providers and the NHS to provide evidence, which can mean delays to when your claim will be assessed.
- Your benefit will be paid on a monthly basis in arrears. This means we aim to send your first payment 1 month after the end of your deferred period. This is the minimum number of weeks we’ll wait before we start paying your monthly benefit. However, this may be delayed if it takes longer for us to be notified, or to assess and approve your claim, meaning that your claim may not be paid out immediately. This is more likely if you’ve chosen a short deferred period, such as 4 or 8 weeks.
- If this happens, we’ll make your first payment as soon as possible after your claim has been accepted. This will include any backdated payments due in line with the terms and conditions. It’s important you consider any financial arrangements you need to make so you can continue paying your bills until your claim can be paid.
- When you make a claim, we use your income from just before you became sick or injured to work out your monthly benefit. This means if you’ve changed your hours or are earning less than you were when your policy started, your monthly benefit might be lower. It’s important to regularly review your cover to make sure it still meets your needs. So, if your income increases or decreases, you may want to review your Income Protection Benefit.
- If you’re experiencing financial difficulties, please let your claims assessor know.
- More information can be found in your policy documents.
What information will you need?
To let us know about a claim, you'll need to provide the following:
- Policy number (this can be found on your policy document or on your direct debit)
- We’ll ask you to send us details of your illness or injury that’s preventing you from working.
- We’ll also ask for your permission to contact your doctor for medical information and ask for contact details for your doctor.
- We’ll also need contact details for your employer and proof of earnings, as well as any other relevant information.
Please provide this as soon as you can, so we can help you as quickly as possible.
Please continue to pay your premiums whilst the claim is being assessed.
How to contact us
The easiest way to start a claim is to log into:
My Account
The simple way to view and manage Legal & General products online.
Lines are open 9am to 5pm Monday to Friday.
We may record and monitor calls.
You can also use this number if you need to tell us the policy holder has passed away. We’ll then help you to end the policy and stop any future premiums being charged.
How to claim on additional types of cover and benefits
Fracture Cover
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
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
Lines are open 9am to 5pm Monday to Friday.
We may record and monitor calls.
Private Diagnostics
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.
Waiver of Premium Claim
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,
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
Lines are open 9am to 5pm Monday to Friday.
Useful Links
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.