Life Insurance existing customers enquiries

Before you get in touch with us these are some of the most commonly asked questions by our customers.

How do I find out more information about my policy?

What am I covered for?

Your cover details can be found on your policy documents which you can access by registering/ logging in to our secure online customer portal, My Account. Alternatively, please contact our Customer Service Team using the contact details shown below.

Is my policy still live?

Successful monthly/annual payments will determine that your policy is live. To check this, please register/ log in to our secure online customer portal, My Account.

Alternatively, please contact our Customer Service Team using the contact details shown below.

Where can I find my policy number?

Your policy number can be found on your policy documents which can be viewed and accessed by registering / logging in to our secure online customer portal, My Account.

Alternatively, the collection reference which shows next to your direct debit on your bank statement is also the same as your policy number provided that it starts with a 0.

How can I access my policy document?

You can access and view your policy documents by registering/ logging in to our secure online customer portal, My Account. Alternatively, please contact our Customer Service Team using the contact details shown below.

Can you send me a copy of my policy document?

You can print off a copy of your policy documents by registering / logging in to our secure, online customer portal, My Account.

Alternatively, please contact our Customer Service Team using the contact details below.

If your policy was sold through Alliance and Leicester or taken before 1994, please contact our Customer Service Team using the contact details shown below. 

What happens if I need to make a claim and can't produce a policy?

You do not need to provide any policy document information in the event of a claim. If your policy is held in Trust, we may need to see the original Trust document, so it is important that your Trust document is kept safe.

What happens after my policy ends?

Once your policy ends, it will no longer provide cover. Therefore, it is important that you review your insurance needs with your financial advisor. Alternatively, please contact our Customer Service Team using the contact details shown below.

Who will benefit if in the event of a claim?

Please visit our Making a claim page.

Can I change who will benefit in the event of a claim?

Yes, possibly. Please contact our Customer Service Team using the contact details shown below.

Can I give authority for someone to discuss my policy with you?

Yes. Verbal authority will be valid for 6 months from the date of the authority given. A letter of authority will also be valid for 6 months from the date of the letter, unless stated otherwise in that letter. A letter of authority will require a date, the policy number/s and the signature of the policy holders. Policies cannot be discussed with anyone who does not have authority and all discussions can only take place once suitable verification checks have been carried out.

Payment questions

What happens if my collection date falls on a weekend or Bank holiday?

We will make the collection on the new available working day after your requested collection date.

Why have you collected multiple premiums?

The most likely reason for this to occur is that there were outstanding payments awaiting collection. 

This is particularly common when a policy is first started. Due to the delay in setting up a new Direct Debit the first payment is often collected in arrears close to the second monthly payment.

I have missed a payment what do I need to do?

If your premium has not been paid and the direct debit has not been cancelled, we will make a further attempt to take the payment and will write to you if any action is required.

If you would rather not wait for us to try again, you can prevent further attempts to collect by cancelling your Direct Debit with your bank before calling us to make a credit or debit card payment for the missed premium. 

Please note that if two or more payments have been missed, your policy will be suspended and you will no longer be covered. We may ask you to answer some questions about your health in order to reinstate your policy.

How can I find out if my Direct Debit was collected successfully?

It will take up to ten working days from the date of the attempted collection for your bank to notify us that the payment has failed.  Within this time we would be unable to confirm if the payment was successful or not however by contacting your bank you may be able to obtain further information.

How can I clear outstanding payments?

Outstanding payments can be paid via credit or debit card by calling us on 0370 900 8819. 
Lines are open 8.30am – 6pm Monday to Friday and 9am-1pm on Saturday.

Alternatively provided there are less than six outstanding premiums you can request that the Direct Debit be reset and we will collect the outstanding amount as part of the first new collection. 
This can be requested by calling our customer service team on 03700 10 40 80 or by returning a completed Direct Debit mandate to us. 

Please note that for arrears payments the initial Direct Debit will take place at the earliest opportunity which may fall outside of your normal collection date, We are not able to control when this collection would take place. If you would prefer the collection on a specific date please contact us to make the payment via Debit or credit card.

Can I pay some of the outstanding amount now and the rest at a later date?
In order for us to reinstate your policy all outstanding payments must be made in full. We are not able to offer re-payment plans but can split arears in a combination of an immediate card payment and a delayed collection for the remaining balance via a direct debit reset.

Please note that any payment made must be for the amount of a whole premium or multiples thereof.

How can I change my Direct Debit details?

You can provide your new account details via our secure online portal My Account.  Simply register or login to update your details.

Alternatively, please contact our Customer Service Team using the contact details shown below.

How can I change my collection date?

You can provide your new account details via our secure online portal My Account.  Simply register or login to update your details.

Alternatively, please contact our Customer Service Team using the contact details shown below.

Can I change the frequency of my Direct Debit payments?

Payments can be set up on a monthly or annual basis and can be switched between these options at any time. 

You can request this change by calling our Customer Service Team using the contact details shown below.

How do I reset a Direct Debit that has been cancelled?

You can do this by calling our Customer Service Team using the contact details shown below.

Why has my premium amount changed?

There are a number of reasons this can happen.

If the amount you normally pay has reduced this can be caused by the removal of a policy benefit or could be due to the removal of a temporary rating that was applied at the start of your policy.

If the payment has increased this is likely the result of an Indexation or performance review. You should have received correspondence regarding potential changes to your premiums before any change was applied.

 If your policy is subject to reviews further details can be found in your policy documents

My details/circumstances have changed. How will this affect my policy?

I have changed my address, what information do you need from me?

All you will need to provide is your new address details and your new contact number if this has also changed. 

You can make the change by calling our customer service Team on 03700 10 40 80.
Lines are open 8.30am – 6pm Monday to Friday and 9am-1pm on Saturday.

I have moved abroad will this affect my cover?

Your life cover will continue to cover you regardless of foreign travel or residency for any period of time.

If you continue to pay your premiums from a UK bank account your policy will remain valid.

If you have Critical Illness Cover:

Your critical illness cover will remain in force if you live in or travel to the European Union, USA, Canada, Australia, New Zealand, Isle of Man or the Channel Islands.  If you continue to pay your premiums from a UK bank account your critical illness cover will remain valid.

If you live outside these countries for more than 12 months, we reserve the right to decline a claim for critical illness benefits. Please contact us or your financial adviser for more information.

If your policy has Waiver:

There may be restrictions on your waiver of payment benefit if you live or travel abroad.  Please refer to the terms and conditions of your policy, or contact us if you require a copy.

If you have Mortgage Payment Insurance (MPI):

Your policy will remain in force if you live in or travel to any of the countries in the European Union, USA, Canada, Australia, New Zealand, Isle of Man or the Channel Islands.  If you continue to pay your premiums from a UK bank account your policy will remain valid.

If you live outside these countries for more than 12 months, we reserve the right to decline a claim.

This policy covers your mortgage payments if you’re unable to work because of illness or accident.  It’s only relevant if you’re paying a UK mortgage. If this is not the case we recommend you talk to your financial adviser about whether this policy meets your needs.

If you have Tax Efficient Life Insurance Policy (TELIP):

This will not affect the life and terminal illness cover on your policy as long as you pay your premiums from a UK bank account. HM Revenue & Customs rules say that you're eligible for tax relief on £3,600 (gross) of the payments you make in a year to registered pension schemes. The premiums you pay into your policy count towards this allowance. 

If you live outside the UK for more than five years you’ll no longer receive tax relief and so will need to pay premiums at the gross rate.

If you have Income Protection:

Your policy will still pay out if you reside or travel in any of the countries of the European Union, USA, Canada, Australia, New Zealand, the Isle of Man or the Channel Islands.

The policy will remain in force if you reside or travel for up to 12 consecutive months in any other part of the world, but the monthly benefit will only be payable for up to six calendar months if you need to claim.

I have changed my name, what do I need to do?

We will need to see proof of your change of name in order to update your policy.
Please send an item from the list below so we can update our records; please include a covering note containing your policy number(s).

  • Photocopy of passport
  • Photocopy of photo card driving licence
  • Original marriage certificate
  • Original deed poll
  • Original civil partnership certificate
  • Original statutory declaration
  • Decree absolute/nisi together with original birth certificate 

If your name is not correct on our systems this will not affect your cover but it could slow down the claims process as we may require name change evidence at this time.

Please send the evidence to:

Legal & General Assurance Society
First Contact Team
City Park
The Droveway
Hove
East Sussex
BN3 7PY

Can I update my telephone and email details?

You can make these changes via our secure online customer portal My Account.  Simply register or login to update your details.

Alternatively, please contact our Customer Service Team using the contact details shown below.

Do you need to know about changes to my medical history?

Providing the details you gave at the time of application were correct and the change to your medical history occurred after your policy started, this will not affect your policy in any way. You are not required to inform us of these changes.

If you have discovered that information provided as part of the application was incorrect or incomplete then please write to use with these details at the address below.

Legal & General Assurance Society
First Contact Team
City Park
The Droveway
Hove
East Sussex
BN3 7PY

Do you need to know about changes to my hazardous pursuits?

Providing the details you gave at the time of application were correct and you started the hazardous hobby after your policy started, this will not affect your policy in any way.

My smoker status has changed, does this affect my policy?

If you have stopped smoking, this won’t affect your current policy or premiums in anyway and the policy would still be valid. However provided you meet our definition of a non-smoker you would now be eligible to take out cover as a non-smoker which may affect the cost of a new policy.

Our definition of a non-smoker is no tobacco or nicotine replacement products (including electronic cigarettes) to have been used in the last 12 months. 

If you have begun smoking since your policy started, this won’t affect your current policy or premiums in any way, providing the details you gave at the time of application were correct and your premiums are maintained.

Please be aware that if you miss premiums in the future and we require a health form, reinstating your policy will not be possible.

I have changed my occupation, does this affect my policy?

If you have a Life or Life with added Critical Illness policy, providing the details you gave during the application process were correct and you keep paying premiums, this will not affect your policy in any way.

If you have an Income Protection or a Mortgage Payment Insurance policy, in the event of a valid claim, we’ll assess the incapacity on your most recent occupation using the definition of incapacity stated in the policy document.

It’s important you ensure this policy continues to meet your financial needs as a result of this change, we recommend that you review your policy with your financial adviser, or contact our Customer Service Team to discuss your options on 03700 10 40 80. Lines are open 8.30am – 6pm Monday to Friday and 9am-1pm on Saturday and we may record and monitor calls.

Am I eligible for a free gift if I apply online?

If you take out a policy online with Legal & General or provide a promotional code at the time of applying you could be eligible to receive a free gift. Terms and conditions apply.

Can I cancel my policy?

Can I cancel my policy if I no longer need it?

We recommend you speak to your financial adviser before cancelling your policy, or contact us to discuss your situation.

We’ll require permission from all the owners of the policy, including any trustees, to cancel your policy when you contact us. Definition of trustee: The trustees are people you appoint to be the legal owners of your policy. The trustees will inform us of any claim and receive the insurance money and then pass it on to your beneficiaries. You will automatically be a trustee on your policy.

Please note that if you originally took out your life cover policy with your mortgage, the policy is not directly connected to any particular mortgage or property and you can continue with the life cover, if you now have no mortgage.

Will I get my premiums back if I cancel my policy?

If you cancel your policy within the first thirty days, we will refund any premiums paid as per your cancellation rights. If you cancel after this period, you will have benefited from the cover provided by your policy and as a result, would not be entitled to a refund.

How do I make a claim?

How do I make a claim or notify you of a death?

Please visit our Making a claim page

What happens if I need to make a claim and can't produce a policy?

Don’t worry if you can’t find the policy documents. We're able to provide the policy owner with a relevant declaration form to complete instead.

How do I make a complaint?

Please visit our Making a Complaint page.

Have you found your answer? If not, please get in touch.

Call - 0370 163 0657
8:30am to 6pm Weekdays
9am to 1pm Saturday

Call charges will vary and we may record and monitor calls.

Are you an overseas customer?

Email

fctlife.enquiries@landg.com

Post

Customer Admin Team
Legal & General Assurance Society
City Park
The Droveway
Hove
East Sussex
BN3 7PY