To find your Royal London life insurance policy documents, start with the policy or plan number printed on any letter or statement, then use the existing-customers pages on Royal London's website or phone its customer service team. How far you can get online depends on how the policy was bought and who first issued it. An FCA-authorised broker can read over the cover you hold and say whether it still fits; the request form on this page costs nothing.

How do I find my Royal London policy if I have no paperwork?

Royal London asks callers to have their number ready where they can. Its contact page says you can find it on paperwork the firm has sent you and that it "might be called your policy, plan or scheme number or reference".

Without a number, the next question is which company the policy started with. Royal London has bought and renamed several businesses over the years, and its contact page lists those whose policies it deals with, including Bright Grey, Royal Liver, United Friendly, Scottish Provident, the Co-operative Insurance Society (CIS) and Aegon Protection Insurance. Of older policies, the page says that if the company is listed and the policy is live, Royal London can trace it. If a claim was made earlier, it may not be able to, because it keeps claim records for only the legal minimum of 6 years.

If the original company is not on that list, Royal London points to the Policy Detective, a service it says can help trace insurance policies held with companies that have changed name or merged. For a policy whose owner has died, how a Royal London bereavement claim works covers what to tell the insurer and when.

Can I see my Royal London policy online?

Only for some policies. Royal London's page on managing an insurance policy says you can "view and manage your insurance online if you have a Personal Menu or Whole of Life policy with Royal London, or previously took out a policy with Royal Liver, United Friendly or National and Provincial". To register, check first for an activation email from Royal London; without one you can still register online, starting with your email address.

The same registration page lists insurance it does not offer online, which you manage by contacting Royal London instead. The list includes Life Insurance and Over 50 Life Insurance bought direct from Royal London, Aegon Protection Insurance, Scottish Provident, Pegasus and CIS. If you hold a direct policy, Royal London's over-50s plan explains what that product is.

For help with registering, the page gives 0345 602 1885, the same number as the main contact page. The contact page lists lines as open 8am to 6pm, Monday to Friday, excluding bank holidays; the registration page gives the same number as open 8am to 6pm Monday to Thursday and 8am to 5pm on Fridays. From abroad it gives +44 1625 718 989. Both pages were read on 27 October 2026.

Where do I find my policy documents and terms?

The same page that covers managing an insurance policy has a section for lost documents: "Lost your insurance documents? Depending on the type of plan you have, you can find and download your cover summary here."

The terms sit in a separate booklet. Royal London's Personal Menu Plan booklet for life or critical illness cover (July 2025) says the contract is made up of your application, the terms and conditions, your cover summary and any endorsements, and adds: "Where there’s a conflict between these terms and conditions and your cover summary, the terms set out in your cover summary will apply." It also says Royal London will give you a copy of your application if you ask. That is one plan's booklet; other Royal London plans have their own, so none of this is a rule for every policy.

For Over 50s cover, the managing-an-insurance-policy page links a policy summary and terms and conditions (both PDFs). If you want the wider picture of what the insurer sells, what Royal London's life policies are and how they are sold sets it out, and Helping Hand covers the support service that sits outside the contract.

Royal London's Whole of Life conditions booklet for policies acquired from Scottish Equitable (May 2025) says: "If you’ve got any questions about your policy you should contact your financial adviser in the first instance." Anyone without an adviser can use the request form here; a broker then rings to talk through the terms, with no charge for the call.

What if my policy started with Aegon?

If your policy began with Aegon, the brand name of Scottish Equitable plc, the route is different. Royal London's page on the acquisition says the purchase of these policies "was made by way of a Part VII transfer, which is the legal process used to transfer insurance business from one insurance company to another", and that a High Court judge ruled on the scheme on 14 June 2024. Its Whole of Life conditions booklet for policies acquired from Scottish Equitable (May 2025) says the transfer was finalised on 1 July 2024.

The Aegon page is blunt about records: "Please note that your policy records aren't available online." Instead, Royal London's page for these policies has a form for claims and general enquiries, to be sent with supporting documents. Its page on managing an insurance policy gives the phone line for policies previously with Aegon, 0345 600 1402, open 8.30am to 5.30pm Monday to Friday, excluding bank holidays.

The same page says what changed for Aegon policyholders: Direct Debit payments now appear as Royal London on your bank statement, and for cheque or bank transfer payments you should update the payee name to Royal London. It also states: "There’s no changes to your policy. Your benefits, conditions, and how much you pay will stay the same." A claim on one of these policies goes through the same form; the steps are on the Royal London bereavement claim page.

How do I update my name, address or bank details?

Royal London's page for updating personal details covers names, addresses and bank details. For life insurance there is a form on the website: you say whether the change is to a name, an address or something else, enter the details Royal London currently holds, the new ones, and the policy or plan number, which is on your statement or policy documents. Royal London then contacts you to finish the process. The form also says Royal London checks identity electronically, and offers a box to tick if you would rather it did not.

Some policies can be updated through the online account instead. Royal London says that, depending on the plan and when it was taken out, you may be able to make updates through the online account. You can also phone, using the numbers above.

Keeping details current matters for the policy itself. The Personal Menu Plan booklet asks you to tell Royal London if your name, address or bank account changes, or if you stop being resident in any of the UK, Jersey, Guernsey and the Isle of Man. For these changes the booklet prints its own number, 0345 6094 500, not the general contact line, so if your policy papers give a number, use that one. Whether a particular change affects your cover or the premium depends on the policy, which the cover summary and terms answer. To cancel instead of changing details, cancelling a Royal London life policy has the steps, and if the policy is written in trust, the Royal London trust form page covers that side.

Frequently asked questions

How do I contact Royal London about my life insurance?

Royal London's contact page gives 0345 602 1885, open 8am to 6pm Monday to Friday excluding bank holidays, while its online-service page lists that number as closing at 5pm on Fridays. For a policy that started with Aegon, its managing-a-policy page gives 0345 600 1402, open 8.30am to 5.30pm on weekdays. Where your own policy booklet prints a number, go by that.

Can I get my Royal London documents in large print or audio?

Yes. Royal London's customer service page says "We can provide documents in Braille, large print or audio. Just ask when you contact us."

Do I have to go through an adviser to ask about my policy?

Not necessarily. The Whole of Life booklet for policies acquired from Scottish Equitable suggests your financial adviser first but also says you can contact Royal London yourself, and the contact pages above are for policyholders to use directly.

Can I still take out a new Aegon protection policy?

No. Royal London says Aegon Protection products are no longer available to new customers. For new cover, how to get a life insurance quote explains the routes, and a broker can ring you back free if you use the form here.

Why does Royal London appear on my bank statement for an old Aegon policy?

Royal London says Direct Debit payments for these policies now appear under its name, and the policy itself is unchanged. If you are unsure what is being taken, the Aegon phone line above is the one to ask.

The wider comparison of insurers is on insurers compared, and finding an Aviva life policy is the matching guide if the policy you are tracing turns out to be with Aviva.

Sources