Coronavirus (COVID-19) update

Last updated: 31st March 2020

Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.

In the short-term, we’re only accepting new business online. That means new customers can't buy insurance over the phone.

Existing customers: Please don’t phone unless it’s absolutely necessary.

We need to prioritise:

  • Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
  • Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.

If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.

For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.

Change to a life insurance or over 50s claim

When making a claim you may be asked for:

  • The policyholder's name
  • The policy number
  • Some basic details about the policyholder’s condition

If you're making a claim relating to a terminal illness, please switch to a life insurance claim.

Who you contact to make a claim will depend on when the the policy was taken out. You'll find this information on the policy document.

Policies taken out after 22 July 2019

Contact AIG
Monday to Thursday 8:30am-8pm
Friday 8:30am-5:30pm
Except bank holidays

03303 039985

Calls may be monitored and recorded. Call charges will vary.

Policies taken out between 1 January 2013 and 20 July 2019

Contact Legal & General
Monday to Friday 9am-5:30pm

0800 068 0789

Calls may be monitored and recorded. Call charges will vary.

Policies taken out before 6 July 2011

These policies are now with Countrywide Assured.
Monday to Friday 9am-5pm

0345 3000 144

Calls may be monitored and recorded. Call charges will vary.

Extra support for AIG Life Insurance policyholders

Not available with Over 50s Life Insurance.

Get a second medical opinion

Best Doctors' world-renowned medical experts can provide the policyholder or immediate family with a second medical opinion, including a diagnosis and recommendations for treatment. This service is available at any time during the policy.

Best Doctors is a non-contractual benefit which can be withdrawn without notice.

Money while you wait for a claim

If we agree that you may have a valid claim, up to £300 of additional funding can be made available to support the person insured or their family.

Frequently asked questions

Critical illness cover is designed to pay out if you’re diagnosed with a specific illness which could have a severe impact on your life. Direct Line’s critical illness cover, provided by AIG is called Critical 3 and can be added for an extra cost when buying Life Insurance. Critical 3 gives you an extra level of cover for specific types of cancer, heart attack and stroke. Please refer to the policy documents for more information.

Yes, you can have more than one life insurance policy, and they don’t need to all be with the same provider. When you apply for a new life insurance policy, you may be asked whether you already have life insurance, as certain restrictions may apply.

You can choose how much life insurance you buy, subject to terms and conditions. You might want your policy to pay out the value of your mortgage, a specific lump sum for your dependants or provide enough to cover both. To help you get an idea of how much insurance you might need, take a look at our cover calculator.

You can choose your policy length, subject to that set out in the Key Facts document. You may wish to consider when you plan to retire, the length of any financial commitments like your mortgage, and the age of any dependents you may have. These are factors that may indicate how many years you'd like the policy to run.

This will depend on how you set up the policy. In the event of your death, the payment will normally go to:

  • Your spouse/partner if you have a joint policy with them.
  • Your estate, unless the policy is in a trust or is owned by someone else.
  • A trust, if that’s what you’ve specified. Trustees will distribute the money in accordance with your wishes.

In the event of a terminal illness or critical illness claim the money usually goes to the person covered.