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Claims and documents
Our commitment to providing a great customer service doesn't stop when you apply for our products. We listen and act on your feedback so you get the answers you need right here on our website.
The information below is designed to help you at a difficult time and give you as much information as possible when making a claim.
Legal & General aim to manage all of the claims with compassion and competence. To ensure they are able to do this, claims staff are trained by the Samaritans in communicating with bereaved family members.
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.
If you've been diagnosed with a critical illness, it can be a stressful and worrying time for you, your family and friends. We want to help you by providing a stress-free claims process.
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 whilst the claim is being assessed.
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 GP/Specialist to get the necessary evidence to confirm the exact diagnosis. If you have any letters or correspondence from your hospital or GP relating to your illness, please send these in, as Legal & General may be able to pay your claim quicker.
You will be kept updated throughout the process and Legal & General will let you know if they require more information. Once all the information is received and diagnosis confirmed, the payment would be sent to your bank account nominated on the payment instruction form.
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.
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.
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:
Please continue to pay your monthly premiums until Aviva has agreed to pay your claim.
Take a look at our Guide to life insurance, which should help answer any questions you have about life insurance in general.
You may be able to request the following changes:
Making changes to your policy may affect how much you pay for it. Your provider will assess the change requests 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.
Insurance providers: contact information
Calls may be recorded and monitored. Call charges may vary.
Placing your life insurance 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 a potential for an Inheritance Tax charge to apply. Please contact your financial adviser for further information.
Access your information online
For Legal & General cover – taken out online on or after 16 December 2015.
You will have been automatically registered for Legal & General’s MyAccount service, where you can access your policy information and documents, including your terms and conditions. You can also change your personal details (for example, your address) in MyAccount service, and check your Direct Debit payments.
For Legal & General cover – taken out before 16 December 2015.
Register for Legal & General’s MyAccount service, which allows you to manage your Legal & General products. Access your policy information and documents, including your terms and conditions. You can also change your personal details (for example, your address), and check your Direct Debit payments. Please note: Nationwide acts as an intermediary, which means our Financial Planning Managers and Mortgage Consultants act as your agent.
Call your insurance provider for information
The amount, type and length of cover will all have a major effect on your payments. The answers to the questions in your application will also have an effect. These include: age, occupation, health, height, weight, medical history and lifestyle.
You can cancel your policy at any time. If you cancel within the first 30 days Legal & General will give back any premiums that you have already paid. If you cancel after this or your policy reaches the end of its term without a claim being made, nothing will ever be paid out.
Once you've made a decision to go ahead, have been accepted and have received your policy documents, you'll have 30 days to examine them in detail, during which time you may cancel and receive a full refund.
Your protection policy is not affected if you move house. However, if you've increased the amount of your mortgage or your situation has changed it may be worth considering whether your policy still suits your needs. Changes to your policy, for example, increasing the amount of cover could be as easy as making a phone call, and in some cases will not need any further underwriting.
Terminal Illness Cover pays out the lump sum or monthly benefit (depending on the plan chosen) if the life assured becomes terminally ill and is eligible to claim. Legal & General will pay a claim if you are diagnosed as being terminally ill, and in the opinion of your hospital consultant and their Medical Officer, the illness is expected to lead to death within 12 months .
Make the change online
If your provider is Legal & General and you have access to its MyAccount service, you can change your address information in MyAccount.
Call your provider about the change
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.
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