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 6094 500 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 service

Helping Hand

Find out more about how our Helping Hand service can support your clients. 

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 service. It's there for clients, whichever stage in life they're at, and as a plan owner it doesn't cost them anything extra to use.

Helping Hand gives the plan owner, and their partner and children, 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 either the Financial Conduct Authority or the Prudential Regulation 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. All calls are confidential and will not be discussed with Royal London without permission.

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.

What to do when someone dies - a step-by-step guide

This website is intended for financial advisers only and shouldn't be relied upon by any other person. If you are not an adviser please visit

The Royal London Mutual Insurance Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The firm is on the Financial Services Register, registration number 117672. It provides life assurance and pensions. Registered in England and Wales number 99064. Registered office: 55 Gracechurch Street, London, EC3V 0RL.