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Help & support
Find information that will help you if you:
This information is designed to help you at a difficult time, and to give you as much information as possible when making a claim.
Who is your provider?
Most of you will hold a Legal & General policy, so you will need to go to the Legal & General section on this page for the information you need.
If you bought an income protection benefit policy before 9 December 2013, your provider will be Aviva. You will need to go to the Aviva section on this page for the information you need.
Legal & General policy-holders
If you need to make a claim it can be a stressful and worrying time. We want to help you by providing a stress-free claims process.
To let Legal & General know you want to make a claim, you'll need to provide them with:
Once they’ve been told about your claim, a claims assessor will let you know what information or documents are needed from you. In most cases, you’ll need to send the death certificate. The claims assessor may need to get information from the doctor of the deceased and/or legal documentation depending on the type of policy, and circumstances of the death.
Legal & General will carry out some basic policy checks to ensure the condition can be considered as a claim. They'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.
Once they've finished discussing your claim, Legal & General will send you some simple forms to sign and return - they can email or send these via post for you. Legal & General will then take control of your claim and keep you updated throughout the whole process.
Please continue to pay your premiums while the claim is being assessed.
Waiver of premium is an option available in some policies that says that the insurance company will not require the policy-holder to pay a fee to keep the policy under certain conditions.
If you added waiver of premium at the start of your policy, you may be able to claim on it if you are no longer able to work. You're responsible for maintaining your premiums for the first 26 weeks of incapacity. After 26 weeks, Legal & General will waive your monthly payments.
Your premiums are waived when you’re too ill to undertake your normal occupation for 26 weeks or more or to do three of the following:
Legal & General will continue to waive premiums until one of the following occurs:
Please let Legal & General know if you think you'll need to make a claim. The earlier you tell them the more they can help. You will need to provide them with:
Legal & General will explain the process to you and if you don't want to deal with it over the phone they can send you a claim form. The person dealing with your claim will contact your employer/GP/specialist/other parties to get the necessary evidence to confirm you meet the conditions to claim.
You will be kept updated throughout the process and Legal & General will let you know if they require more information.
Please continue to pay your premiums until Legal & General have agreed to pay your claim. If, for any reason Legal & General are not able to pay your claim they will contact you and tell you why.
To help make sure Aviva can get you the help you need, please contact them as soon as possible – even if you’re not expecting to receive benefit for a few months.
When you make a claim, you’ll speak to friendly experts and everything you say will be completely confidential.
Here’s how Aviva can help:
How to contact Aviva
Please continue to pay your monthly premiums until Aviva has agreed to pay your claim.
It’s worth reviewing your life insurance policies from time to time to make sure they’re still right for you but, please remember, it can get more expensive to buy a new plan as you get older or your health changes.
To review your current policies, you’ll need to know:
Most of you who bought life insurance through Nationwide will hold a Legal & General policy. However, if you bought an income protection benefit policy before 9 December 2013, your provider will be Aviva. The general hints and tips below will help you, no matter who your provider is. You can find out your provider details on your paperwork.
If you need advice: financial advisers can help you understand your needs and then make recommendations to match. If you don’t have a financial adviser, you can find one on Unbiased.co.uk.
If you have access to the Legal & General MyAccount service, you can change your address online. Or you can call Legal & General on 0345 730 20 14. Calls may be recorded and monitored. Call charges may vary.
You can call Aviva on 0800 158 3105. Calls may be recorded and monitored. Call charges may vary.
You may be able to:
Making changes to your policy may affect how much you pay for it. Your provider will assess the change request you make, based on your circumstances. They'll let you know if any changes will mean that your existing policy will need to be cancelled and a new policy set up. A new policy may have different terms and conditions.
Yes, you can. Placing your life insurance policy/policies in trust is one way of helping make sure that, if there is a pay-out, it is given to those you want it to go to without unnecessary delays.
When a life insurance policy is written in trust, it will not form part of the estate for inheritance tax purposes. However, on some occasions there is potential for an inheritance tax charge to apply.
It’s really important that you’re sure which trust will be right for you. Experts and financial advisers can help you understand Inheritance Tax and trusts.
If you don’t have a financial adviser, you can find one on Unbiased.co.uk. They may charge you for their service so make sure to check how much you’ll pay.
In either case, you can always call Legal & General on 0345 730 20 14
Calls may be recorded and monitored. Call charges may vary.
Please note: Nationwide acts as an intermediary, which means our Financial Planning Managers and Mortgage Consultants act as your agent.
You can call Aviva on 0800 158 3105
Calls may be recorded and monitored. Call charges may vary.
Your protection policy is not directly linked to your mortgage so it’s not affected if you move house or when you finish paying your mortgage.
If you've increased or decreased the amount of your mortgage or your situation has changed, it may be worth considering whether your policy still suits your needs.
Some changes to your policy (for example, increasing or decreasing the amount of cover) could be as easy as making a phone call.
You should definitely review your cover when you have finished paying your mortgage, but some people choose to keep a policy running for the extra financial protection it provides.
Nationwide acts as an intermediary which means our Financial Planning Managers and Mortgage Consultants act as your agent and we accept responsibility for the advice provided and the arrangement of your insurance. They can only provide advice in respect of the protection plans available through Nationwide.
Nationwide’s Specialist Support Team offers a confidential service to help customers and their carers when they’re going through challenging times.
Whether you're looking to help protect your mortgage, your loved ones, or your income, you will find a range of cover offered by many insurance providers that should meet your needs.
Life insurance (also sometimes called level term), you pay a monthly or annual premium for a policy that could mean your family will receive a lump sum if you die (while the plan is active).
Mortgage life insurance (also sometimes called decreasing term) is designed to help your dependents pay the mortgage if you die. It’s very much the same as life insurance. The big difference is that the amount of cover is designed to go down, just like the amount owing on your mortgage. Find out more about mortgage life insurance offered by Nationwide
Critical illness cover could offer you or your family financial support if you‘re diagnosed with a specified critical illness while the plan is active. The critical illnesses that are covered will be described in the terms and conditions of any policy you choose. Critical illness cover is usually available as an addition to family life insurance and mortgage life insurance.
Income protection benefit
Income protection benefit is designed to help you replace a percentage of your income if you’re unable to work due to illness or injury. Find out more about income protection benefit offered by Nationwide
Whole of life cover.
Unlike other life insurances, whole of life cover isn’t limited to a set period of time – it covers you for the whole of your life. These policies are generally more specialised and most people choose to speak to a financial adviser before arranging whole of life cover. You can find out more by visiting a Nationwide branch, or by booking an appointment by calling us on 0800 328 7812 or by filling in our online form.
A life insurance policy could include a range of benefits. Different providers offer different options.
Different people have different needs. If you’re in any doubt, it might be helpful to speak to a financial adviser. They will help you understand your needs and find a policy that suits you.
Any new life insurance policies currently offered by Nationwide are just for members. You’re a member when you have a current account, mortgage or savings account with us.
You’ll find lots of providers online, including comparison sites. But don’t just buy the first policy you see. Make sure to look at:
Find out more about life insurances offered by Nationwide
It’s different for the different types of life insurance:
It’s important to remember that a life insurance policy is not a savings plan. If you don’t have to make a claim then it won’t give you any money back. It’s like car insurance - it helps you manage a risk.
The amount, type and length of cover you chose will all have a major effect on what you have to pay for it. The answers to the questions in your application will also have an effect. These can include: age, occupation, health, height, weight, medical history and lifestyle. Generally, though, it can be cheaper than you think, so it’s worth obtaining a quote or two to give you an idea of cost.
Nationwide acts as an intermediary, which means our Financial Planning Managers and Mortgage Consultants act as your agent and we accept responsibility for the advice provided and the arrangement of your insurance. They can only provide advice in respect of the protection plans available through Nationwide.
You can cancel your policy at any time.
If you cancel within the first 30 days of arranging your policy, your provider will give back any premiums you have already paid.
If you cancel after this 30-day cooling-off period or your policy reaches the end of its term (without a claim being made), nothing will be paid out.
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