Our 2018 claims experience

Royal London claims statistics 2018. This image is an infographic and has alternative text available if you are using a screen reader.

99% - Total claims paid in 2018

£506.7m - Total amount paid to customers in 2018

38,064 - Claims paid to customers and families at a difficult time

Source - Royal London UK Protection business paid (1 January to 31 December 2018)

Help and information on death and money matters

When someone close to you dies everything can seem a bit of a blur and it can be hard to know what to do first. We’ve put together some useful guides on what to do when someone dies such as managing their money.

Read more about Help and information on death and money matters

We take a personal and supportive approach to handling your claim

If you’re thinking about taking out life insurance, you’ll want to feel reassured that your plan will pay out if you ever need to make a claim. That’s why we publish our claims figures every year. And we’re pleased to report we paid 99% of all claims in 2018, helping over 38,000 customers and their families at a time of real need.

But when you're going through a difficult time, the help and support you receive is sometimes just as important as the payout. That’s why we make sure all our claims are handled with care.

And we're always looking for ways to improve our claims experience. We've got a dedicated team looking at how we can be at our very best in a bad situation - making our claims process as easy, quick and personal as possible.

I would like to express my thanks to everyone at Royal London involved in my recent claim. I work in the industry and I have to say the customer experience I have received has been second to none. This commenced with the very knowledgeable and sympathetic individual I spoke to on the telephone who answered all my questions, sent out the relevant documentation and got back to me very quickly whenever I left a message … I was updated during the process and the claim was settled very, very quickly - far exceeding my expectations.

- Royal London customer (cancer claim, female, age 44), June 2018