Online Documents FAQs
Online documents are currently available for our Home Insurance Gold, Silver, Extra and Essentials customers. If you've already registered for online documents you can log in and view your policy documents:
If your policy number starts with DU ESS or DU XRA go to View - My Insurance if you need further help then contact us by calling 0370 900 3110.
If your policy starts with DU HHS go to View - My Account
Frequently asked questions about Online documents
Our frequently asked questions should be able to help you with accessing your policy documents through My Insurance or My Account.
What is My Insurance and My Account?
They are secure online portals where you can view and download your Legal & General Home Insurance policy documents, whenever and wherever you need to.
You’ll need to follow our process to register for My Insurance or My Account to be able to view your online documents.
How do I register for My Insurance or My Account?
Once you’ve purchased your policy it can take up to 3 days for your online documents to be generated. When they’re ready to view, we’ll send you an email to let you know, then simply follow our three-step registration process:
Step one: register and review your details. Use the Register Now link within the email and register for My Insurance using the main policyholder details you supplied at purchase.
Step two: validate your email address. Once you’ve successfully registered for a My Insurance account you’ll receive a second email to verify your account.
Step three: activate your account. Click the Activate My Insurance link within the verification email and log-in using the email address and password you set up at registration.
Once logged in, your documents will be ready and waiting for you to view and download.
Once you’ve purchased your policy we’ll email you to advise when your documents are available to view online using My Account. You can register using the link in your activation email, whilst your waiting for your documents to be available.
To register, select ‘Create an Account’ in your confirmation email or you can register for View - My Account now. It takes 10 minutes to set up. You’ll need to be the main policy holder to register, the address your policy relates to and your policy number (this will be in your confirmation email).
Where do I find my policy number?
You can find your policy number at the top of your confirmation email.
Why do I have to verify my account?
The My Insurance and My Account portal is a safe and secure area. So, we need to verify that you’re who you say you are, which is why we ask you to register for and verify an account as a first time user.
How do I access my online documents?
Can I save and print my documents to my personal computer?
Yes. All your documents are saved as PDF documents and open up in Adobe Reader, where you can print them or save them to your computer.
I keep getting an error message, what should I do?
To avoid getting error messages:
- Ensure you're using the correct website to access My Insurance: www.insurancelandg.com or View - My Account
- When registering: make sure you're using the lead policy holder's details, exactly as you provided them, when you purchased the policy. Our system can take up to 2 minutes to process your registration.
- When verifying: for My Insurance make sure you've clicked the 'Activate My Insurance' link in your 'My Insurance - Account Created' email we sent you. For My Account it’s the ‘Activate your account’ link we sent you, in your activation email.
- When logging in: make sure you're typing your email address and password exactly as you did, when you registered ie UserName01 as our system is case sensitive.
- If you continue to see error messages whilst using My Insurance, please call our team on 0370 900 3110 lines are open Monday to Thursday 8am - 8pm, Friday 8am - 6pm and Saturday 9am - 1pm. For My Account call our team on 0345 073 0785 lines are open Monday to Friday 9am - 5pm.
Call charges may vary. We may record and monitor calls.
How do I request online documents?
If your policy starts with DU ESS or DU XRA call 0370 900 3110.
If you policy starts with DU HHS Essentials or Extra call 0370 900 0201 or DU HHS Silver or Gold call 0370 060 0227.
Lines are open Monday to Thursday 8am - 8pm, Friday 8am - 6pm and Saturday 9am - 5pm. Call charges may vary. We may record and monitor calls.
I didn't want online documents, how do I opt out?
To opt out of online documents please phone our UK call centre on 0370 900 3110 lines are open Monday to Thursday 8am - 8pm, Friday 8am - 6pm and Saturday 9am - 5pm.
To opt out of online documents please phone our UK call centre on 0370 900 0201 if your policy starts DU HHS (Essentials or Extra) or Call 0370 060 0227 if your policy starts with DU HSS (Silver or Gold).
Lines are open Monday to Friday 9am - 5pm. Call charges may vary. We may record and monitor calls.
Are online documents available for other products?
Online documents are available for both Home and Car Insurance. We'll be rolling this functionality out across some of our other new and existing products in the future.
I haven't received my activation email, what should I do?
For My Insurance please check your spam and/or junk folders, as this email may have been directed there. The email you're looking for will be from ’firstname.lastname@example.org’.
For My Account please call our team on 0345 073 0785 lines are open Monday to Friday 9am to 5pm.
Can I change my policy online?
Sorry we don't offer this service so you'll need to contact us.Please call 0370 900 3110 if your policy starts with DU ESS or DU XRA for My insurance.
Lines are open Monday to Thursday 8am - 8pm, Friday 8am - 6pm and Saturday 9am - 5pm.
For My Account if your policy starts with DU HHS (Essentials or Extra) call 0370 900 0201.
If your policy starts with DU HHS (Silver or Gold) call 0370 060 0227.
Lines are open Monday to Thursday 8am - 8pm, Friday 8am - 6pm, Saturday 9am - 5pm.
Call charges will vary. We may record and monitor calls.
I cant access my documents in My Account/My Insurance?
If you cant access your documents please contact us by either emailing email@example.com or calling 0345 073 0785 - lines are open Monday to Friday, 8.30am to 6.00pm.
Call charges will vary. We may record and monitor calls.
When sending emails you should not include any personal, financial or banking details, as this method is not a secure way of supplying information.
Please note that for security reasons we're only able to reply to your e-mail, if your email address is held on our records.
I haven't received my documents, what should I do?
If you've chosen to receive your documents by post, it may take up to 5 days for your pack to arrive, for online documents it may take up to 2 days to receive your email.
Please check your junk mailbox for our emails - you should receive a confirmation email for your policy, which will contain a link to My Account, where you can create an account to view your documents. If you haven't received an email after 3 working days, please contact our Customer Services Department 0370 060 0227 Lines are open: 8am to 8pm Monday to Thursday, 8am to 6pm Friday, 9am to 5pm Saturday. Call charges may vary. We may record and monitor calls.
Can I get documents in Braille, large print or audio tape?
If you're visually impaired and would like documents in Braille, large print, audio tape or
CD, please call 0370 060 0227. Lines are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday, 9am to 5pm Saturday. Call charges will vary. We may record and monitor calls.
You recognise my customer reference number on My Account, but I'm unable to complete my registration?
When registering for My Account, you must be the main policyholder. If you're a joint policyholder the system wont recognise your details. Please make sure you use a valid email address to ensure you receive our email updates, document updates and your renewal invitation.
I can’t remember the User Id for My Account?
Your user ID may be the same as your email address but if this doesn't help, you'll need to select 'Forgotten your User ID' and you'll be asked to complete a few personal details in order to access your account. If you're still unable to access your account please contact us.
I can’t remember the password for My Account?
Please select the ‘Forgotten your password?’ link, you'll then be asked to enter your 'User ID' and complete Captcha information (Captcha is so we know that you're not a robot). You'll then be asked to answer some security questions, these are the answers you gave when your first signed up for My Account. For further help please contact us.
I can't remember my security question/memorable word for My Account?
If you're unable to remember your security question/memorable word please contact our Customer Service department on 0370 060 0227 - Lines are open 8am to 8pm Monday to Thursday, 8am to 6pm Friday, 9am to 5pm Saturday. Call charges will vary. We may record and monitor calls.