COVID-19 update: Retirement income

We appreciate during this difficult period many people are looking for ways to reduce their monthly expenses. However, before cancelling your policy you may want to consider the reasons you took out the policy in the first place - perhaps to look after your loved ones if you were no longer around, to pay off your mortgage, or if you were diagnosed with a specified critical illness and were unable to work. 

If you’re suffering from financial hardship, we would encourage you to contact us or your financial adviser (if you have one) to explore if you are suitable for a Payment Holiday*. 

Further information on our response to COVID-19 can be found here.  

*Eligibility criteria apply

You could be eligible for a Payment Holiday if 

• You have an active Direct Debit
• You’ve paid at least 6 months of premiums since the policy started and have more than six months left on the policy term
• You haven’t missed more than one premium payment

Please note policies starting with ‘UK’ for example ‘UK1234567’ will not be eligible for a payment holiday.

We’ll collect the three months premium due when your payment holiday ends.  Your regular monthly premiums will automatically restart at the end of the three months.  We’ll collect the amount owed around the same time as your next monthly premium. This may show as one payment or two separate payments within a few days of each other, on your bank statements. If you prefer, you can contact us at least 16 days in advance and pay the three months’ premiums using your credit or debit card. 

Your Payment Holiday will start from the first payment due date after you apply; provided we have 10 days’ notice before the next direct debit payment is taken.

If you have already missed a payment, your Payment Holiday will start from the date of the first missed premium.

If we’re unable to pause the direct debit before the next payment date, we will take your monthly premium amount as normal. The Payment Holiday will start the following month and continue for three months.

We’ll send you a letter to let you know when your Payment Holiday will start, when your payments will start up again and when we will collect the missed payments. This should be kept with your policy documents in case there is a need to claim.

Yes, you may be able to apply for a Payment Holiday provided you’ve only missed one payment and you meet our eligibility criteria. You’ll need to call us to set up another Direct Debit. Your Payment Holiday will then start from the date of your first missed premium.

If you’ve missed more than one payment you will not be eligible to take a Payment Holiday.

Can I choose to begin a Payment Holiday on a specific date?

No, if we agree to a Payment Holiday it will start from the first payment due date after you apply; provided we have 10 days’ notice before the next direct debit payment is taken.

Yes, if you feel you are now able to continue with your premiums as normal, you can change your mind at any time during the three months.

All you need to do is contact us on 0370 010 4080* and we’ll arrange that for you.

*Call charges may vary. For your protection we may record and monitor calls.

If we’re unable to collect all premiums due for this policy after the payment holiday ends, your policy will be cancelled and the cover will end. You may be able to reinstate your policy subject to completing health and lifestyle questions as well as paying all outstanding premiums, in line with your policy terms and conditions.

If you were to miss or cancel a payment, you’ll remain covered by your policy for 60 days from the date of your first missed premium (this is the day your Direct Debit would have been collected). 

If you restart your regular payments and pay your missing premiums within your 60 day time period, there will be no change to your cover or usual premiums. We won’t ask you any health or lifestyle questions, and there’s nothing else you need to do.  

If a claim is being made within 60 days of the first missed premium, we’ll assess and pay any valid claim in line with your policy’s terms and conditions, minus any outstanding premiums owed on the policy. 

Alternatively, If you are concerned about money right now you may be able to take a Payment Holiday* provided you’ve only missed one premium payment. A Payment Holiday lets you take a three month break from paying your monthly premiums. You’ll remain covered by your policy, subject to your policy terms and conditions – giving you some breathing space. 

To apply for a Payment Holiday you can contact us on 0370 010 4080**. We will reinstate your Direct Debit; however we won’t take a payment until the end of the Payment Holiday. 

We’ll collect the three months premium due when your payment holiday ends.  Your regular monthly premiums will automatically restart at the end of the three months.  We’ll collect the amount owed around the same time as your next monthly premium. This may show as one payment or two separate payments within a few days of each other, on your bank statements. If you prefer, you can contact us at least 16 days in advance and pay the three months’ premiums using your credit or debit card.  

*Eligibility Criteria Apply

** Call charges may vary. For your protection we may record and monitor calls.

Yes, we can consider reinstating your payment after 60 days, but you may need to answer some health and lifestyle questions (called a Declaration of Health).  You’ll also need to repay any missed premiums and set up a new payment method. 

Your policy may be cancelled 90 days after your first missed premium, or 180 days if the policy is in trust. If this is the case, you’ll need to apply for a new policy. This will include disclosure of any new lifestyle or medical issues that may have occurred since you took out your original policy.

No, if you reinstate your payments and pay any outstanding arrears before the end of your 60 day time period, your premium amount will remain the same and no further medical or lifestyle questions will be asked.

You can set up your payment method and pay your outstanding premiums in your secure portal ‘My Account’ or via phone by calling 0370 900 8819*. 

When you set up your payment method, you will be given the choice to either include the outstanding premiums in your Direct Debit instalment, or pay via debit or credit card. 

If you choose to pay by Direct Debit, we will collect the outstanding amount at the earliest opportunity. A specific date cannot be requested. 

If you wish apply for a Payment Holiday, please call us directly. 

*Call charges may vary. For your protection we may record and monitor calls.