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Make a critical illness cover claim

Our critical illness cover is provided and managed by our trusted partners, L&G.

If you need to make a claim it can be a stressful and worrying time. L&G aim to provide a stress-free claims process. And Nationwide’s specialist support team is here to help you deal with illness or unexpected change.

Important:

You should continue to pay your premiums while the claim is being assessed.

Critical illness cover claims, step-by-step

  1. Contact L&G

    You’ll need to give them:

    • your policy number (if known)
    • details of the diagnosis/ illness
    • contact details for your doctor or medical consultant.

  2. Claims assessed

    L&G will check that the condition is covered by your policy. They will then email or post you some forms to sign and return.

  3. Payouts

    Once valid claims have been approved, full payments are made within 3 days.

Ways to contact L&G

Your claim will be handled sensitively by one of their experienced case handlers.

Online

Claim on your critical illness cover policy in 'My Account' on L&G online.

Over the phone

Call charges will vary.

Monday to Friday, 9am to 5pm.
Closed Saturdays, Sundays and bank holidays.

UK: 0800 068 07 89
Abroad: +44 1273 37 44 14

By email

For your security, do not include any personal, financial or banking details.

In writing

L&G Claims Department
City Park
The Droveway
Hove
East Sussex
BN3 7PY

Waiver of Premium claims

Note:

You can only make a waiver of premium claim if you chose to add it to your policy when you originally applied.

Waiver of Premium may cover your monthly payments, after 26 weeks if you can’t work due to sickness or injury. Let L&G know if you think you’ll need to make a claim. The earlier you tell them, the more they can help.

You’ll need to give them:

  • Your policy number.

  • Details of the reason you've been unable to work.

  • How long you've been unable to work.

Make a Waiver of Premium claim

Call as soon as possible, and L&G will talk you through the next steps.

Monday to Friday, 9am to 5.30pm
Closed Saturdays, Sundays and bank holidays.

UK: 0800 068 07 89
Abroad: +44 1273 37 44 14

Get additional support

Wellbeing Support

If you took your policy out on or after 27 April 2025, Wellbeing Support is included. It’s provided by RedArc Assurance Limited.

If you or your immediate family needs practical or emotional support at any time, Wellbeing Support can help. Registered nurses are available to offer support. This can range from a simple chat to a clinical assessment.

You can find more information on Wellbeing Support on the L&G website (opens in a new window).

Call

Monday to Friday, 9am to 5pm.

01244 623033

To maintain privacy and confidentiality, RedArc do not record calls. Call charges may vary.

Email

Email: landgwellbeing@redarc.co.uk

Any personal data shared with RedArc will only be used to provide the service requested and is not shared with third parties without your express consent.

Care Concierge

If the time has come when you need to start thinking about care for a loved one, Care Concierge can help. It is included as part of your cover. And has been for all policies taken out since November 2023.

Get in touch and a care expert can talk you through:

  • finding a care home, or home care services
  • benefits you may be entitled to
  • Power of Attorney
  • funding for home adaptations.

Call

0808 196 7817

Monday to Friday, 9am to 5pm.
Calls may be recorded or monitored.

For more information about Care Concierge, you can visit the L&G website (opens in a new window).

Nationwide is here to help

If you’re going through illness or unexpected change, our confidential service can help.

Our specialist support managers are here to help with your Nationwide accounts and put you in touch with trusted organisations that could suit your needs.

Find out more about our specialist support

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