Making a claim
We know that if someone needs to claim, something devastating will have happened. So we make things as clear and easy as possible.
We have a small team of claims specialists who handle all of our claims.
If you or your client needs to speak to someone about a claim, they’ll know all about the case so the claimant will only have to explain it once.
It's worth noting that we can progress claims faster if your clients call us directly, but if you need to make a claim on behalf of your client then these are the steps you'll need to follow:
1. Give us a call
Call 0345 609 4500 to speak to our claims team.
We’ll try and get as much information over the phone but depending on the type of claim, we may need you to send us more information. We might also ask for some documents to progress the claim such as:
- medical evidence
- the birth, marriage or death certificate of the person covered
- any other evidence of a change of name
- evidence of income of the person covered
- information about a mortgage
- if you’re making a Life Cover claim, we’ll be able to process the claim faster if you’ve got the death certificate to hand.
2. Make sure your client keeps making payments for their plan
It’s important that your client keeps paying their premiums. We’ll let them know when it’s OK to stop.
Our Helping Hand support service
Money from a claim may not be the first thing on a client's mind if they're going through a difficult time, and dealing with the unknown can be daunting.
That's why all our Menu, Relevant Life and Whole of Life plans include our Helping Hand support service. It's available from the day your client's plan starts, they won’t need to pay anything extra to use it and their partner and children can benefit from it too.
Helping Hand gives them access to a dedicated nurse, who’ll provide tailored and personal support to help them cope with bereavement or a devastating diagnosis.
If the person completing the claim wants to use Helping Hand, we'll arrange for a dedicated nurse to contact them to find out how they can help.
Helping Hand is a package of support services and each service is provided by third parties that aren’t regulated by the Financial Conduct Authority. These services aren’t part of our terms and conditions and don’t form part of your insurance contract with us, so can be amended or withdrawn at any time. This means that you or your family’s access to these services could be amended or withdrawn by us in the future.
We work with an independent nurse advisory service called RedArc Limited. All calls are confidential and will not be discussed with Royal London without your permission.
Find out more about how our Helping Hand service can support your clients.
Where to find what you need
If you want to let your clients know what to expect if they need to make a claim, the below step-by-step bereavement guide takes them through exactly what needs taken care of.