Life insurance FAQs

Can I cancel my life insurance policy?

You can cancel your life policy at any time by contacting us.

If you cancel your policy, all cover, including any serious illness cover and children’s cover will end.

If you cancel within 30 days of receiving your welcome pack, we’ll refund any payments you’ve made.

If you cancel your policy at any other time, your cover will stop and you won’t get anything back.

Cancelling serious illness cover

You can cancel optional serious illness cover at any time by contacting us.

If you cancel within 30 days of receiving your welcome pack, we’ll refund any payments you’ve made.

If you cancel your policy at any other time, you won’t get any refund.

How do I make a complaint?

You can make a complaint by:

  • emailing [email protected]
  • calling 0345 268 6083^
  • writing to Royal London, PO Box 445, Royal London House, Alderley Road, Wilmslow SK9 0GB.

Don’t forget to let us know your policy number if emailing or writing.

We’ll do our best to resolve your complaint within 8 weeks.

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How do I make a change to my policy?

Call us on 0345 268 6081^ if you need to let us know about changes to your:

  • name,
  • address,
  • bank details,
  • desired level or duration of cover.

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How quickly will you pay out on life insurance?

We know that it may be a difficult time when a life insurance claim is being made, so we’ll deal with the claim as quickly as we can.

Once we’ve received all the information we need, we'll make payment within 10 working days.

Will my premiums go up in the future?

No, we’ll never make you increase your monthly premiums.

How do my family claim on my life insurance?

To make it easier for your family at a difficult time, please keep your policy documents safe and let your next of kin know where to find them.

Your family should call our dedicated life insurance claims line on 0345 268 6082^.

Our UK-based, trained staff will deal with the claim with kindness and sympathy.

Lines are open:

  • Mon to Fri: 8am–7pm
  • Sat: 9am–5pm
  • Sun: 10am–4pm.

If your family prefer to send us a letter, they can send it to:

Customer Services
PO Box 445
Royal London House
Alderley Road
Wilmslow
SK9 0GB

Your family can also email us at [email protected]

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How much will you pay out?

Once we’ve accepted the claim, we’ll pay out the amount shown on your policy schedule to:

  • you, if you’re diagnosed with a terminal illness,
  • your loved ones, if you die.

Can I assign my policy to a third party or place it in trust?

Yes, you can assign your policy to a third party. This could be a:

  • person,
  • trust,
  • bank,
  • building society.

Doing this would mean that you would be transferring ownership of your policy to the third party and giving away all rights under the policy to that third party.

In the event of a claim, we would pay any claim to that third party.

You can also place your policy under trust. This allows you to nominate trustees who in turn will pay the cash sum to nominated beneficiaries in the event of a claim.

If you’re thinking of assigning your policy to someone else, or placing it under trust, we suggest you seek professional advice.

Can I cash in my life insurance?

No, this is a life insurance policy, not a savings plan. If you cancel, the policy will end and you will get nothing back.

Can my partner apply too?

Yes, as long as they’re:

  • aged between 18 and 70,
  • a UK resident,
  • not a member or reservist of the Armed Forces.

How long does cover last?

You specify how long you want the cover to last for when you apply for the policy. The term can be as little as 5 years or as long as 50 years.

You can decide how long you want the cover to last when you apply for your policy.

How can I get in touch about life insurance?

By phone: 0345 268 6081^

Lines are open:

  • Mon to Fri: 8am–7pm
  • Sat: 9am–5pm
  • Sun: 10am–4pm.

By email: [email protected]

By post:
Customer Services
PO Box 445
Royal London House
Alderley Road
Wilmslow
SK9 0GB