We understand how important it is to your clients to manage claims quickly, efficiently and with sensitivity. We try to keep the claims process straightforward and pay out on accepted claims as quickly as possible.
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Making a Group Life claim
1. Notify us about a claim
Claims can be made by completing the relevant claim form:2. Online death registry
Wherever possible we’ll use the Government Death Register online service to support the claim, so we may not need the original death certificate.
However, the online service is limited, and we will need an original certificate confirming death in any of the following circumstances:- the employee died outside the UK
- the claim form is sent within 10 working days of the death being registered
- only a coroner’s interim certificate has been issued
- the policy is set up to pay through our Group Life Mastertrust or
- the total benefit claimed in respect of the employee is £1.25m or higher.
The claim form will confirm if we need an original death certificate. If it is needed, we require the original as it’s not possible to use a copy as evidence of death.
3. Claim payments
Once we’ve received all the relevant information and the claim is accepted our experienced claims team aim to pay Group Life claims or begin Dependants’ Pension payments within 5 working days. -
Making a Group Income Protection claim
1. Notify us about a claim
Claims can be made by completing our online Absence Notification Form
2. Member statement
When we receive the Absence Notification Form we will contact the employee and ask them to complete a Member Statement. The employee will be able to complete this online if we are provided with their email address on the Absence Notification Form.
3. Claims management and support
Where appropriate we’ll refer the claim to our in-house rehabilitation team. They’ll assess what support we can provide to facilitate a return to work before the end of the deferred period. Your client will be kept updated throughout the process.
4. Claim payments
In some cases, an employee may not be able to return to work before the end of the deferred period. In these circumstances, provided medical information supports the absence and the claim meets the definition of incapacity on the policy, we'll start to pay benefits monthly in arrears to the employer.
We'll continue to review the employee’s condition regularly, to make sure the claim continues to meet the definition of incapacity on the policy. This will also help us understand, what support could help the employee return to work.
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Making a Group Critical Illness claim
1. Notify us about a claim
Claims can be made by completing our online Claim Notification Form
2. Member claim form
When we receive the Claim Notification Form we may contact the insured person and ask them to complete a Member Claim Form. The insured will be able to complete this online if we are provided with their email address on the Claim Notification Form.
3. Claims management
We’ll assess the information on the claim form to check if the insured person is eligible for cover. We’ll also need medical information to help us check the claim against the insured condition definition as well as our pre-existing and related conditions exclusions. This medical information could be a report from the insured person’s doctor or medical consultant. We’ll pay the cost of any medical reports we ask for.
For most insured conditions we’ll pay the lump sum if the insured person survives for 14 days after meeting the definition for the insured condition.
4. Claim payments
Payment is made to the employee usually within 5 working days of a claim being accepted.
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Making an Ill Health Early Retirement Benefit claim
There is usually no limit to the number of claims that can be made while the policy is in force.
1. Employer to complete internal assessment
Employers should complete their usual human resources procedures to determine whether the employee qualifies for early retirement according to the rules of the pension scheme. Employers need to send us the employee’s completed medical consent form as this enables them to share medical evidence with us and allows us to request more information if appropriate.
2. Submit claim within 90 days of decision
Employer and employee need to complete a claim notification form (1.1mb pdf) and send it to us within 90 days of the decision to retire the employee due to ill health.
3. Claim assessed
We’ll assess whether the claim is valid under the policy terms and give the employer a decision within 5 working days of receipt of all necessary information. We may need to ask for additional information or clarity on the details received.
4. We’ll pay the benefit if:
a. the employee qualifies for and takes ill health early retirement under the rules of the pension scheme; and
b. after assessing all the medical evidence, the employee meets the definition of permanent incapacity under the policy.
5. Eligible claims paid within 5 working days
We aim to pay benefits within a further 5 working days of receiving all required information. The agreed amount will be paid to the pension scheme trustees. Whilst the amount is unlikely to exactly match the actual fund strain at the time of claim, it is designed to significantly reduce the employer’s liability.
Claims performance
The data in this section comes from Legal & General and the GRiD claims data survey. It’s an accurate representation of the Group Risk market. Respondents provided figures for Group Life, Group Income Protection and Group Critical Illness claims for 2022.
Group protection claims payments 2022



Helping employees return to work with support from Group Income Protection
We place the employee at the heart of our approach. Our philosophy is about providing market-leading tailored, individual care to employees and providing them with a quicker return to work.
In 2022, our active intervention enabled:

854
Employees to return to work within the deferred period.

20%
Of the industry total (4,257) as reported by GRiD.

369
Further employees were able to return to work, following a period of benefit and with the help of our active intervention.

3,219
Psychological and physiotherapy treatments were also arranged and paid for by us.

Contact us
Claims queries
groupprotection.benefitsmanagement@landg.com
0345 026 0094
Lines are open from
8:30am to 5pm Monday to Friday.
We may record and monitor calls.