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  5. Life Cover, Diabetes Life Cover, Critical Illness or Income Protection
  6. Contact us about a claim

Contact us about a claim

Helping Hand

All our protection plans bought through a financial adviser come with Helping Hand - a comprehensive support service.

Helping Hand provides you with the additional support you might need beyond a financial payout.

Find out more about Helping Hand  

What to expect

If you need to make a claim on Life Cover, Diabetes Life Cover, Critical Illness, Terminal Illness, Waiver of Premium or Income Protection that you bought through an adviser, let us know so we can get the process under way for you.

Once we’ve collected the details of your claim, we’ll get in touch within 3 working days to explain what happens next.

Ways to start your claim

It’s easy to start your claim – just fill in our online form. You can also use our online form to make an enquiry about an existing claim.

If you need to speak to us over the phone, just give us a call.

Contacting us about an existing claim

If you have an existing claim, we may have referred you to this page to complete our data protection requirements before we can reply to your email.

To speed things up, please have this information ready before you start:

  • your contact details
  • basic information about your claim
  • the premium amount
  • the policy number.

If you don't have this information to hand, or you're making the claim on someone else's behalf, you may need to get in touch by phone or by post instead.

If you have any supporting documents, like Power of Attorney or Letter of Authority, we may ask to see these.

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Start your claim or make an enquiry

* Indicates a required field

1. Who's getting in touch?

You can make a claim for yourself or on behalf of someone else.

Personal information collected on this form will be used so we can assess your claim. To understand the detail of how we use your information you can read the privacy policy (opens in new window) or listen on 0800 085 8352.

Claim information
What are you looking to do today? *
What type of claim are you making? *
If you're completing this form on behalf of someone else or making a death claim, we'll need to get some of your details.
Your title *
Please use the format DD/MM/YYYY
Contact information
Email is the quickest and simplest way for us to communicate with you, it also helps us support the environment by reducing paper. We will use the email address you provide here to update our records and to send confirmation of the request.
A mobile number is preferable

2. Details of the policy and the person insured

Fill in the form fields with details of the named person on the policy, or with the details of the person who has died, if applicable.

Insured person's personal information
Title *
Please use the format DD/MM/YYYY
Did the deceased leave a will? *
Insured person's address
Verifying your identity

In order to protect our customers we may have to verify your identity or the identity of certain individuals connected to a policy. At Royal London we do this electronically to make things easier for you.

If you would prefer we didn’t do this electronically, please tick the following check box. If you choose to opt out, we’ll need to contact you to request paper based evidence of your identity.

Details of the policy
Please select the payment frequency of the premium *
You will find this on your statement or policy documents
Please select the type of cover the claim is in relation to * Please note, we consider Terminal illness to be an advanced or rapidly progressing incurable illness where, in the opinion of an attending Consultant and our Chief Medical Officer, the life expectancy of the person covered is no greater than 12 months
Select the type of cover the claim is in relation to * Please note, we consider Terminal illness to be an advanced or rapidly progressing incurable illness where, in the opinion of an attending Consultant and our Chief Medical Officer, the life expectancy of the person covered is no greater than 12 months
Please tell us as much information as possible about why you're starting the claim

3. Details of your claim

Symptoms and diagnosis
Please use the format DD/MM/YYYY
Please use the format DD/MM/YYYY
Have you previously suffered from or received treatment for a similar or related illness? *
Additional information
Have you ever smoked or used any tobacco, nicotine replacement products or e-cigarettes? *
Before the age of 60, did any of your parents, brothers or sisters have heart disease (including heart attack, angina or chest pain), cancer, stroke, high blood pressure, diabetes or any other hereditary disorder? *
Please select all that apply *
Do you have any plans with any other insurance companies which give you similar cover? *
Declaration

I declare that to the best of my knowledge and belief, the information given in this claim form is true and complete.

I consent to Royal London seeking information in connection with my claim from any medical practitioner, hospital, specialist or any other person the company deems necessary, and I authorise the giving of such information.

I understand that such information may be passed to a third party, e.g. a medical examiner or reinsurer, in the assessment of my claim.

4. Your GP and consultant details

Details of your GP

Please fill in this section with the full name, address and contact details of your GP.

Details of hospital and consultant

Please fill in this section with the full name and contact details of your consultant and the address of the hospital.

5. Helping Hand

When we receive your online form, a nurse from independent personal nurse service RedArc will contact you to offer any help they can as part of our Helping Hand service (opens in a new window). If you choose to use this service, we’ll share your contact details and the reason for your claim with RedArc, who’ll arrange for a nurse with the most appropriate skills to call you within 48 hours. If you'd rather not be contacted, just let us know by ticking the following check box.

6. Additional information

Contacting your GP or consultant

We might need to contact your GP and/or consultant to gather evidence to assess your claim. This involves sending your policy/plan number, email address and telephone number to a US-based company. We’ll need your permission to do this, so you’ll receive a consent form from us.

If we need the consent of another policy/plan holder, we’ll need you to acknowledge that you have permission to provide their plan number, email address and mobile number so that they can also complete the appropriate form electronically.

To do this as quickly as possible, we can email a link to the consent form instead of posting it. If you'd prefer to get your consent form by post, please tick the following check box.

Upload supporting documents

If you have any correspondence or information from the hospital, including test results, letters, discharge forms or any other documents, you can share these with us by uploading them to this form.

If your claim is a Death claim, please upload the full death certificate. The death certificate must be in colour. You can either scan this or take a photograph. If taking a photograph please make sure it's taken in good light and as near to the certificate as possible.

Sending this information could significantly reduce the time taken to reach a decision on your claim.

You can select more than one file at the same time. You can upload a maximum of 20MB at once, regardless of the number of files

* Indicates a required field

Start your claim by phone

Give us a call on:

0345 609 4500

Lines are open 8am to 6pm, Monday to Friday, excluding bank holidays.

Get in touch by post

If you want to write to us, our address is

Royal London Group, 22 Haymarket Yards, Edinburgh, EH12 5BH