Confirm your contact details
If you have any concerns about scams or fraudulent communications then you can read our Good With Your Money guide on avoiding scams. This guide outlines the types of scams currently in operation, the signs you should look out for and the support that's available.
We aim to keep our customer records as up-to-date as possible but sometimes we lose touch. This is often because of a change of address or mail not finding its way to you.
It's important that we keep our records up-to-date so we can send out important information, such as annual statements, ahead of key events like retirement or policy maturity.
Who are LexisNexis?
When we lose contact, we work with LexisNexis Risk Solutions to help us find you again.
Once LexisNexis finds you, we'll write to you asking you to confirm some personal details but we'll never ask for your banking details. What you've received from LexisNexis is a genuine request on behalf of Royal London.
If you still have concerns about anything you've received, please visit our Contact us section to find out how to get in touch by phone, online, or post. You can also see some of our frequently asked questions.
How to confirm your details
If you're visiting this webpage after receiving one of our letters from LexisNexis, you can confirm your details in a way that suits you.
Visit the LexisNexis Online Verification Website (external link).
Call LexisNexis on 0808 129 3108. You'll need your unique reference code handy. You can find this on the letter we sent you but please note this is not your policy number. Lines are open Monday to Friday, 9am - 5pm.
Please complete the form that's included with your letter and send this to us in the pre-paid envelope provided.
Haven't heard of Royal London?
We've bought, owned and rebranded a number of specialist businesses so your original policy may not have been with Royal London directly, but may have been under one of the following:
- Abbey National/Santander
- Bright Grey
- Canterbury Life Policy
- Co-operative Insurance Society (CIS)
- National and Provincial Policy
- Phoenix Life Assurance
- Refuge Assurance
- Resolution plc
- Royal Liver
- Scottish Life
- Scottish Provident
- United Friendly
Frequently asked questions
Who are LexisNexis Risk Solutions?
We asked LexisNexis in 2018 to help us trace and re-engage with our customers. They are specialists in tracing customers we've lost touch with. We've also asked them to manage the re-engagement process on our behalf.
How do I know that the letter I've received is genuine?
The letter you've received will include a link to this webpage to reassure you that this is a genuine attempt to re-engage with you.
We're a member of the Association of British Insurers (ABI). We support their industry-wide goal of helping people keep track of their pensions, savings and investment products. Their website offers guidance on how to trace lost pensions and life insurance policies (external link). You'll also find information on how to help providers find you again (external link) if you've changed your address.
If you're still not sure and would prefer to contact us direct, visit our Contact us section to find out how to get in touch.
I'm responding on behalf of someone else, what do I need to do?
If there's a Power of Attorney, Guardianship or Court of Protection Order in place for you, then we’d ask you to phone us on 0345 602 1885. Please make sure you have the policy number(s) available when you call. You might have already told us about this, but we'll still need you to give us a call.
If none of the above are currently in place, please note we can't accept a third party to verify the policy holders details on their behalf. If this is the case, please contact us direct on 0345 602 1885 so we can help you.
You've written to me at my current address, and I've not moved - do I need to do anything?
It's possible that your details haven't changed, and you haven't recently moved address. But mail can still be returned to us for many reasons.
We'll still need you to get in touch with us to confirm your details so that we can add your address back on to the system. If we don't have your current details you could miss out on important information and updates.
I updated my details with you but I’ve still received a reminder letter from LexisNexis
LexisNexis issue reminder letters automatically if they haven't received a response from you. This might be because of timing, but if you've updated your details with us you don't need to do anything further. You won't receive any more letters from LexisNexis.
I’ve received a letter from the Department of Work and Pensions (DWP) asking me to contact LexisNexis, what do I need to do?
We've worked with both LexisNexis and DWP so that we can contact you at the right address. We need you to confirm your details so that we can continue to send you important information and documents in relation to your policy. It’s important that we check we’re talking to the right person and that our records are up to date.