FAQs - Royal London online service

As part of our secure login and registration process, we’ll send a verification code to your mobile phone, so you'll need to make sure you have access to the mobile number that you use when you register and sign in.

Signing up to our online service will not stop statements arriving in the post. However, you’ll be given the choice to stop receiving these and view your statements online only in your account preferences when you sign in.

You'll receive an email alert each time a new document is available for you to read so you won’t miss a statement.

You’ll be able to see copies of your statements that have been mailed this year. Not all statements are available on the new online service as we no longer send out statements for our older products.

If you have more than one policy with us, you only need the number of one policy to register for the online service. Once you’re logged in, you should be able to see all of your product statements. However, if any are missing, you may need to login to our Intermediary Online Service.

Not all of our customers can register yet. This may be related to the policy type that you have or it may be that we don’t hold enough information about you on our systems.

Please bear with us, we’re trying our hardest to roll out the online service to all of our customers.

If you are having trouble, give us a call and we’ll try to get you registered.

We are happy to provide you with alternative formats such as Braille, large print and audio to replace any printed documents you might get through the post.
Just give us a ring on 0370 850 2179 between 8am and 6pm Monday to Friday to arrange this.

To notify us that someone has passed away, please give us a ring on 0370 850 2179 between 8am and 6pm Monday to Friday and we'll be able to help talk you through the process in more detail.

Or visit our online claims page for further information. This link will provide more information about what you'll need to do as well as important contact telephone numbers that you may need.

You can help to protect your online account and stay secure by following these few simple steps:

• Install the latest software and app updates
• Use strong and separate unique passwords
• Apply a screen lock to your mobile devices
• Install and update anti-virus software on all your devices
• Do not use websites with personal data on public wi-fi networks
• Sign out when you finish using online services