1. Home
  2. Legacy life servicing query form

Life servicing online form

Make an enquiry

We’re here to help

Fill out our online form and we’ll contact you within 10 working days about your query.

This form may take up to 10 minutes to complete. You'll need to have policy details, such as policy number(s) and policy start date to hand and may also need to upload some documents to verify your identity.

If you're a Power of Attorney or Independent Financial Advisor, we’ll need your details, and the policyholder details. If you’re a joint policyholder, we’ll need the details we hold for you, as well as the other policyholder.

If you hold a Power of Attorney for the policyholder, we will need to see the details of ALL attorneys that are named on the document.

If you need help with any part of this form, please contact the Life Servicing Team on 0345 050 2020.

​

* Indicates a required field

1. Help us identify the policy

Please fill in this section with the details we currently hold for you/the policyholder.

Personal information collected on this form will be used to administer your request. 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.

Is the policy you're getting in touch about a single or joint policy? *
Policyholder details
Title of policyholder 1
Please use the format DD/MM/YYYY.
Please make sure to double check the email address so we can get in touch
Address

Please enter the address details that we currently hold for you on our system.

Additional details
Title of policyholder 2 *
Please use the format DD/MM/YYYY.
Please make sure to double check the email address so we can get in touch
If you're a joint policyholder, is your address the same as above? *
Are you the policyholder? *
Are you the policyholder? *
Who's getting in touch? Please enter your details followed by the policyholder's details *
If you are an independent financial adviser, or a person with written authority on the policy, you cannot make any changes to the policy, and you are only able to request policy information. If the policyholder needs to change their details with us, please ask them to complete our online form.

Attorney One Details

Your title *
Please use the format DD/MM/YYYY. If you're an independent financial adviser, please enter 00/00/0000
Please make sure to double check the email address so we can get in touch.
Please make sure to double check the email address so we can get in touch
Are there any other Attorneys named on the Power of Attorney document? *

Attorney Two Details

Attorney Two title *
Please use the format DD/MM/YYYY. If you're an independent financial adviser, please enter 00/00/0000
Please make sure to double check the email address so we can get in touch.
Are there any other Attorneys named on the Power of Attorney document? *

Attorney Three Details

Attorney Three title *
Please use the format DD/MM/YYYY. If you're an independent financial adviser, please enter 00/00/0000
Are there any other Attorneys named on the Power of Attorney document? *

Attorney Four Details

Attorney Four title *
Please use the format DD/MM/YYYY. If you're an independent financial adviser, please enter 00/00/0000
Policy details
Please use the format YYYY. If you don't know this, please type "unknown".
You will find this on your statement or policy documents. If you don't know this, please type ''unknown'''.
If you're paying premiums for multiple policies, please only include 1 policy number and the amount you are paying for that policy below. If you don't know this information, please type ''unknown''.
How is the policy paid? *
Please enter in the format of £0.00
Please enter in the format of £0.00
Please enter in the format of £0.00
If you don't know this information, please select ''unknown''.

2. What do you need to do today?

What's your query about? * Please select all that apply
If you are an independent financial adviser, or a person with written authority on the policy, you cannot make any changes to the policy, and you are only able to request policy information. If the policyholder needs to change their details with us, please ask them to complete our online form.

3. Help us process your request

Please complete this section by filling in the form, uploading your supporting documents if required, as well as the updated details of the policyholder, if applicable.

If you're an independent financial adviser, or a person with written authority on the policy, you cannot make any changes to the policy, and you are only able to request policy information. If the policyholder needs to change their details with us, please ask them to complete our online form.

How to upload documents

You can upload your documents in any of the following formats:

  • PDF – 1 or more pages
  • PNG – 1 page only
  • JPEG/JPG – 1 page only.

All 4 corners of the document must be visible on the image you provide. If your files are too big, you can find out how to compress a PDF file (opens in a new window).

Please click here (opens in a new window) for a helpful guide on how to convert multiple images of your documents into one PDF file.

Upload identity documents
Royal London will require to see satisfactory documentary evidence for identity checks. Please upload one of the following documents so we can check your identity: a bank statement, a photocopy of your passport or driving license, or a utility bill
Change of name
New title *
Royal London will require to see satisfactory documentary evidence if you’ve changed your name. If your name has changed due to marriage, divorce, or other circumstances, please upload one of the following documents; Marriage Certificate, Decree Absolute, Decree Nisi or Deed poll. If we hold your name incorrectly due to a spelling error or any other inaccuracy, please upload one of the documents from the following list; Passport, Driving Licence, Birth Certificate, Firearms Licence, Arms Forces card or an Identity card issued by the electoral office for Northern Ireland
Change of Address

For change of address requests, no documents are required to be uploaded.

Have you already provided your previous address on the first page? *
Are both policyholders living at the same new address? *
Correct date of birth
Please use the format DD/MM/YYYY
Royal London will require to see satisfactory documentary evidence if you’ve changed your Date of Birth. Please upload one of the documents from the following list; Birth Certificate, Passport, Photocard or UK old style Driving Licence. A member of our customer service team will get in touch if we need any more information from you
Provide a letter of authority
Is an Independent Financial Adviser being added as a written authority? *
If you selected no, please select the relation to the policyholder and provide their contact details*
Please use the format DD/MM/YYYY
Email is the quickest and simplest way for us to communicate with you, it also helps us support the environment by reducing paper
Please provide a mobile number. This may be used for online access related enquiries or call backs.
Would you like this letter of authority to be logged on all your existing policies? *
Enter the policy number below
Royal London needs to see satisfactory evidence so we can log your letter of authority. If you are the policy holder and wish to add someone as a written authority on your policy, please use the box below to upload a picture that contains - written authority full name, written authority full address, written authority date of birth and written authority contact number
Register a power of attorney or Court of Protection

Royal London will log all acting attorneys named in the document you provide.

If your document was registered after 17/07/2020, we can access your POA online using the 13-digit code (starting with a V) that you can obtain from www.gov.uk/use-lpa when you set up the account. You will need to grant Royal London access from the Gov.uk website so we are able to view it. For further information on doing this you can refer to your OPG registration letter where you can find the phone number or website address. You will have received this letter when validating your document. If you don't have an LPOA access code on your document, please upload a copy of your Power of Attorney using the upload document boxes below. This code must be obtained from the OPG website and must begin with the letter V
Royal London needs to see the full Property and Financial Power of Attorney document to be able to register it against our records
Make a general enquiry

If you need help with this online form, or don’t agree with any of the declaration below, please give us a 0345 050 2020.

I confirm that:

  • I am the policyholder; or
  • If I am not the policyholder, I have their consent to fill out this form on their behalf.
  • I am 18 years of age or over.
  • I accept/the policyholder accepts that you will check my/their identity prior to proceeding with any query.
  • I confirm that the details I have included on this form are true and complete.
  • I confirm the documents I have uploaded are an image/copy of the original document.
  • I confirm that if I am registering a Power of Attorney, the POA document I have uploaded is registered through the Office of Public Guardian and is a copy/image of the original document.
Power of attorney submissions only
  • I can confirm that this Power of Attorney/Court of Protection document has been registered with the relevant court registered in England or the office of public guardian and is currently an active document.
  • I can confirm that I will tell any other Attorneys registered in the document about the electronic identity check and ask them to call Royal London within 5 days if they don’t want the electronic check to be done.

* Indicates a required field

Speak to a member of our team

0345 050 2020

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