Contact us about your life insurance
Manage your insurance through your online account
Frequently asked questions
The easiest way to update your contact details is through your online account. You can also update your name and date of birth using our personal details form.
The quickest way to update your name is to use our Live Chat service in your online account. Alternatively, you can use our online form to change your name and upload one of the following types of evidence:
- Marriage or civil partnership certificate (original or Crown copy)
- Photocard driving licence (original or copy)
- Passport (original or copy)
- Deed poll (original or copy)
- Statutory declaration (original)
A Crown copy is a legal copy bought in accordance with Crown copyright law.
The easiest way to update your address is through your online account. You can also complete our Change your Address form.
The easiest way to change your bank details is through your online account. You can also complete our online form.
We understand that you may find it hard to pay your monthly premiums right now, and we want to help you stay protected. For more support visit our dedicated payments page.
If you pay monthly and you’ve missed a payment, but the Direct Debit hasn’t been cancelled, we’ll try to take the payment again before contacting you. If the Direct Debit fails or has been cancelled, we’ll contact you by email or post with instructions and timelines for keeping your cover in place.
You can restart your Direct Debit through your online account and pay your outstanding premiums online. Or use our online form to update your details.
As long as the details you gave us when you took out your policy were correct, and any changes to your medical history have happened after your policy started, this won't affect your policy in any way. You are not required to inform us of these changes.
If you have discovered that information given to us as part of your application was incorrect or incomplete, please let us know. The quickest way to do this is through our Live Chat service in your online account. Live Chat is available Monday to Friday, 9am - 5pm.
Our definition of a non-smoker is no use of any cigarettes, cigars, a pipe (including shisha/hookah), vapes, e-cigarettes, or nicotine replacements at all in the last 12 months, even if the product used did not contain any nicotine. If you now meet our definition of a non-smoker, you may be eligible to take out new cover as a non-smoker. This may affect the cost of a new policy.
The easiest way to check your Direct Debit collection date is through your online account.
If a policy is in trust we would pay the proceeds of the claim to the trustees, who would then make sure the money reaches the beneficiary(s) of the trust.
If you're not sure what a Legal & General payment from your bank account relates to:
- Find the reference number shown next to the payment on your bank statement or online banking
- Log in to your online account with us, where most of your policies should be listed
- From the homepage, locate the policy number displayed beneath each policy
- Match the policy number to the reference number from your direct debit, then select the policy to view more details
This should help you identify which policy the payment is for.
You can get in touch with us through:
- Live Chat, in your online account
- Tel: 03700 600 015
To get in touch with us about a claim:
- Bereavement Claims: 0800 137 101, (international) +44 1273 374 665
- Over 50's Claims: 0800 009 3506
- Health Claims: 0800 068 0789
- IPB Claims: 0800 027 9830, (international) +44 1273 374 017
We're available Monday to Friday, 9am to 5.30pm.
To make a change to your policy, please complete our online form. Make sure you include:
- your policy number
- a description of the changes you would like to make
Your policy documents will show whether you can:
- Change the term
- Increase or decrease the amount of cover
- Remove someone from a joint policy if cover is no longer required for that person
- Change the frequency of your premium between annual and monthly
You may want to speak to a financial adviser before making any changes to your policy. If you're living in the EEA, you're no longer able to make changes to your policy if it will increase your premiums.
We also offer joint life separation, which allows a joint policy to be split into two new single policies if a couple divorce, dissolve their registered civil partnership or change a joint mortgage into one name
The easiest way to access your policy documents is through your online account.
The easiest way to cancel your policy is through your online account. We’ll need permission from each policy holder(s) before we can cancel your policy. But we recommend speaking to a financial adviser first. If you cancel your policy within the first 30 days, we’ll refund any premiums paid. After 30 days, we won't be able to refund any premiums. If you make annual payments, you will receive a proportionate refund of your annual premium.
You can find your policy number in your online account.
It's a good idea to speak to an adviser before making any financial decisions. If you don’t have an adviser, you can find one at unbiased.co.uk. You can also check your adviser is authorised on the Financial Conduct Authority (FCA) Register.
Your policy will remain live for the duration of your term as long as you pay your premiums. Your online account is the easiest way to view and manage your policy, and check whether your policy is still live.
At the end of the policy, your premiums will stop and your cover will end. Life insurance policies have no cash value unless a valid claim is made.
Your policy has no cash value unless a valid claim is made. Life cover is not a savings or investment product. Some historic L&G products have a surrender value. Please speak to your financial adviser or check your policy documents for more details.
Even though your policy may have been set up at the same time as a mortgage or other financial commitment, it's not linked to it. Your policy will pay out in the event of a valid claim, during your policy term, whether you still have that mortgage or financial commitment. It's at the discretion of your beneficiaries how they choose to use the proceeds in the event of a valid claim. A financial adviser can provide advice based upon your current circumstances.
Your life cover remains valid regardless of how long you travel or live abroad, as long as you carry on paying your premiums from a UK bank account.
It's important that you:
- Update us with your overseas address so we can keep in touch
- Check your policy documents for the terms and conditions specific to your cover
If you have Critical Illness Cover:
- Your cover will continue if you live in or travel to the EU, USA, Canada, Australia, New Zealand, Isle of Man, or Channel Islands
- Claims from other countries may also be accepted if we can confirm they are valid
If your policy includes Waiver of Payment:
- Restrictions may apply if you live or travel abroad
- Refer to your policy terms and conditions
If you have Mortgage Payment Insurance (MPI):
- Your cover will continue if you live in or travel to the EU, USA, Canada, Australia, New Zealand, Isle of Man, and Channel Islands
- MPI only covers a UK mortgage. If you no longer have a UK mortgage, you might not need this policy any more
If you have a Tax Efficient Life Insurance Policy (TELIP):
- If you have lived abroad for more than five years, your eligibility for UK tax relief may be affected and contributions may need to stop
- Exceptions apply if you still pay UK tax, or you or your spouse/civil partner is a Crown servant
If you have Income Protection:
- Your cover will continue if you live in or travel to the EU, USA, Canada, Australia, New Zealand, Isle of Man, or Channel Islands
- If you live in or travel to any other country, your cover will apply for up to 12 consecutive months. However, your monthly benefit will only be paid for six consecutive months
Start your claim online
- If you have a Joint policy, please log into your online account to start a claim
- If you're making a claim for someone who had a Single Life Insurance policy with us, please use the Claims Portal
We'll need the following details to begin processing your claim:
- Policy number (or the direct debit reference)
- Full name of the person who has passed away
- A copy of the death certificate (if available and the death occurred in the UK). Please note there may be some instances where we require the original death certificate
- Date, place and cause of death (if known)
- Your name and your relationship to them
- Legal next of kin (if known)
What happens next
- We’ll carry out some basic checks on the policy
- We might contact the GP, Coroner, or other relevant parties if needed
- We’ll keep you updated every step of the way
If you're making a claim for someone who had a Single Life Insurance policy with us, you can start the claim using the Claims Portal
We'll need the following details to begin processing your claim:
- 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)
What happens next
- We’ll carry out some basic checks on the policy
- We may ask for a death certificate (if available and the death occurred in the UK) 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
The easiest way to start a claim is through your online account. We'll need the following details to begin processing your claim:
- 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
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 we have everything, we’ll take care of the rest and keep you updated
The easiest way to start a claim is through your online account. We'll need the following details to begin processing your claim:
- 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)
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
The easiest way to start a claim is through your online account. We'll need the following details to begin processing your claim:
- 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
What happens next
- 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
You can make a Waiver of Premium claim for a Life Insurance or Critical Illness Cover policy through your online account. To make a Waiver of Premium claim for an Income Protection policy, please call us on 0800 027 9830 and choose option two. We're available Monday to Friday, 9am to 5pm.
To get started, we'll need:
- Your policy number
- Details of the reason you've been unable to work
- How long you've been unable to work
Hospitalisation Benefit
To make a claim please call us on 0800 027 9830. Lines are open Monday to Friday, 9am to 5pm. We may record and monitor calls.
A trust is a legal arrangement that allows you (the settlor) to give ownership of your life insurance policy to trustees, who manage it for your chosen beneficiaries.
Putting a life insurance policy into trust can:
- Speed up payment – Trustees can usually claim the policy proceeds without waiting for probate, helping beneficiaries receive funds more quickly.
- Help with inheritance tax planning – The payout is generally not included in your estate, potentially increasing the amount passed on to your loved ones.
- Ensure the right people benefit – You can specify who receives the money, and trustees can manage funds on behalf of beneficiaries who may not be ready to receive them directly, such as children under 18.
For a joint life policy, both policy holders must agree before the policy can be placed into trust. For more information visit our Trust Hub.
You can add a trust to most policies. Setting up a trust means that you (the settlor) give your policy to the trustees who then legally own your policy and look after it for the benefit of your beneficiaries. We offer different types of trusts to suit different needs. For more information visit our Trust Hub.
To change the trustee on your trust, please complete our amend trust request form.