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.

If you need to make a claim on behalf of a client, these are the steps you’ll need to take:

1. Give us a call

Call 0345 6094 500 to speak to our claims team and register the claim.

They’ll let you know what information we’ll need to see to progress the claim. They’ll also find out how you prefer to be contacted so you can be kept up-to-date.

2. We’ll send you a claim form

We can send out a claims form by post or email – whatever’s easier. You or your client should fill it in and send it back to us along with any other documents we’ve asked for, which might include:

  • medical evidence to support the claim
  • 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.

3. 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

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 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 tells us they want 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, provided by third parties that aren’t regulated by the Financial Conduct Authority. These services aren’t part of our terms and conditions, so can be amended or withdrawn at any time. 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.

How to make a claim

If you want to let your clients know what to expect if they need to make a claim, this leaflet explains the process and answers the questions that get asked quite often.

How to make a claim (PDF)

Last updated: 19 May 2017

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.