This policy summary gives you important
information about the Friends Life Individual
Protection Critical Illness with Life Cover to
help you decide whether this cover is right
for you.
You should read this summary carefully and
keep it in a safe place afterwards.
This policy summary does not contain the full
terms and conditions and exclusions of cover.
You can find these in the Critical Illness with
Life Cover membership handbook, and please
also refer to your registration certificate,
which will be issued when your membership
commences.
Please ask us if you would like to see copies of
these documents.
If you decide to buy this cover it will form part
of your Friends Life membership.
The provider of this product is Friends Life and
Pensions Limited.
What is Friends Life Individual
Protection Critical Illness with
Life Cover?
The purpose of this cover is to pay a lump sum, or annual benefit should Family Income Benefit be selected, if a person covered by the membership dies or suffers a terminal illness or suffers or undergoes one of the specified critical illnesses or operations included in the membership. This is the main benefit of the cover. The cover will only pay the main benefit once. This is covered in full detail in the ‘What you are covered for’ section of the Critical Illness with Life Cover membership handbook.
What are the features and benefits of
the Friends Life Individual Protection
Critical Illness with Life Cover?
You can select cover for either:
•
you alone;•
you and another person;•
one or two people not including you.The maximum amount of benefit is £3,000,000 for a personal membership and £5,000,000 for a business membership. The cover includes terminal illness cover which means the main benefit will be paid if a consultant diagnoses you with an illness that you are expected to die from within 12 months.
Policy Summary of
Friends Life Individual Protection
Critical Illness with Life Cover
This policy summary gives you important
information about the Friends Life Individual
Protection Critical Illness with Life Cover to
help you decide whether this cover is right
for you.
You should read this summary carefully and
keep it in a safe place afterwards.
This policy summary does not contain the full
terms and conditions and exclusions of cover.
You can find these in the Critical Illness with
Life Cover membership handbook, and please
also refer to your registration certificate,
which will be issued when your membership
commences.
Please ask us if you would like to see copies of
these documents.
If you decide to buy this cover it will form part
of your Friends Life membership.
The provider of this product is Friends Life and
Pensions Limited.
What is Friends Life Individual
Protection Critical Illness with
Life Cover?
The purpose of this cover is to pay a lump sum, or annual benefit should Family Income Benefit be selected, if a person covered by the membership dies or suffers a terminal illness or suffers or undergoes one of the specified critical illnesses or operations included in the membership. This is the main benefit of the cover. The cover will only pay the main benefit once. This is covered in full detail in the ‘What you are covered for’ section of the Critical Illness with Life Cover membership handbook.
What are the features and benefits of
the Friends Life Individual Protection
Critical Illness with Life Cover?
You can select cover for either:
•
you alone;•
you and another person;•
one or two people not including you.The maximum amount of benefit is £3,000,000 for a personal membership and £5,000,000 for a business membership. The cover includes terminal illness cover which means the main benefit will be paid if a consultant diagnoses you with an illness that you are expected to die from within 12 months.
Policy Summary of
Friends Life Individual Protection
Critical Illness with Life Cover
Policy Summary - Friends Life Individual Protection Critical Illness with Life Cover
2 |
Types of cover
You can choose from:
•
Level term coverThis covers you for a fixed lump sum for a set period of time which you select when you take out the membership.
•
Mortgage protection term coverThis covers you for a set period and the cover reduces each month in the same way as the outstanding amount on a repayment mortgage with an interest rate of eight per cent a year.
•
Family income benefit coverFamily income benefit cover operates in the same way as level term cover, but does not pay a lump sum payment. Instead, the benefit is paid in annual instalments. These would be paid for each year remaining in the term of your
membership.
•
Renewable term coverRenewable term cover provides protection for five or ten years with the option to renew without underwriting at the end of the term.
Further information about these types of cover is available in the ‘Your membership’ section of the Critical Illness with Life Cover membership handbook.
Premium options
There are two premium options available to choose from:
•
guaranteed premiums•
reviewable premiums.Guaranteed premiums will not change. Reviewable premiums may change on every fifth anniversary of the start of your membership.
If you select renewable term cover your premiums will be reassessed at each renewal.
The amount of premium you pay will depend on the options you select.
Further information about the premiums is available in the ‘Premium options’ section of the Critical Illness with Life Cover membership handbook.
Additional options
•
Indexation– allows the main benefit to increase by either three per cent, five per cent, Retail Price Index or Average Weekly Earnings on each anniversary of the cover. Increasing the benefit will also result in the premium rising.
There is an extra cost, on top of the initial premium, if you choose any of the following options:
•
Fracture cover– pays up to £2,100 per year of cover if you suffer one of a list of 18 specified fractures.
•
Global Treatment– allows you to access treatment outside the UK if you or your child is diagnosed with one of a number of specified serious illnesses or requires one of a list of medical procedures.
•
Premium waiver– we will waive your premium if, due to illness or
incapacity, you meet the definition applicable to you in the Critical Illness with Life Cover membership handbook
•
Reinstatement– allows you to take out a new cover with a reduced list of critical illnesses following a successful claim on the main benefit.
•
Total permanent disability– we will pay the main benefit if you meet the definition applicable to you for total permanent disability in the Critical Illness with Life cover membership handbook. Further information about these options is available in the ‘Additional options’ section of the Critical Illness with Life Cover membership handbook.
Further information about the Global Treatment additional option can be found in the Global Treatment Terms and Conditions.
Replacement cover
If you have joint cover and a successful claim is made on the main benefit, the person who was not the subject of the claim can take out a new cover. This is not subject to additional underwriting.
Critical illnesses covered
The full definitions of the critical illnesses and the
circumstances in which you can claim are shown in the ‘What you are covered for’ and ‘Critical illness definitions’ sections of the Critical Illness with Life Cover membership
handbook. Conditions covered:
•
Aorta graft surgery•
Aplastic anaemia – of specified severity•
Bacterial meningitis – resulting in permanent symptoms•
Benign brain tumour – with permanent symptoms or undergoing defined treatments•
Benign spinal cord tumour – resulting in permanent symptoms•
Blindness – permanent and irreversible•
Cancer – excluding less advanced cases•
Cardiac arrest – with the insertion of a defibrillator•
Cardiomyopathy – of specified severity•
Chronic rheumatoid arthritis•
Coma – resulting in permanent symptoms•
Coronary artery by-pass grafts•
Crohn’s disease – of specified severity•
Creutzfeldt-Jakob disease – resulting in permanent symptoms•
Deafness – permanent and irreversible•
Dementia including Alzheimer’s disease – resulting in permanent symptoms•
Diabetes mellitus type 1 – first diagnosis over age 40 and requiring permanent insulin injections•
Heart attack – of specified severity•
Heart valve replacement or repair•
HIV infection – caught from a blood transfusion, a physical assault or at work in an eligible occupation•
Kidney failure – requiring permanent dialysis•
Liver failure•
Loss of hand or foot – permanent physical severance•
Loss of independence•
Loss of speech – permanent and irreversible•
Major organ transplant – from another donor•
Motor neurone disease – resulting in permanent symptoms•
Multiple sclerosis – of specified severity•
Open heart surgery•
Paralysis of limb – total and irreversible•
Parkinson’s disease – resulting in permanent symptoms•
Progressive supranuclear palsy – resulting in permanent symptoms•
Respiratory failure – severe lung disease – of specified severity•
Stroke – of specified severity•
Systemic lupus erythematosus (SLE) – of specified severity•
Third degree burns – covering 20 per cent of the body’s surface area or 20 per cent of the surface area of the face•
Traumatic brain injury – resulting in permanent symptoms•
Terminal illness•
Ulcerative colitis – treated with total colectomy.Additional payment conditions
We will pay you a number of smaller benefits if you suffer any of the conditions listed below. The benefit paid will be the lower of £25,000 or 25 per cent of the main benefit. To find out more about each condition, please refer to the ‘What you are covered for’ and ‘Additional payment definitions’ sections of the Critical Illness with Life Cover membership
handbook. The conditions are:
•
Cerebral aneurysm – with surgical repair•
Cerebral arteriovenous malformation – with surgical repair•
Coronary angioplasty•
Crohn’s disease – treated with surgical intestinal resection•
Less advanced cancers – of named sites and specific severity•
Non-malignant pituitary adenoma – with specified treatment•
Removal of one or more lobe(s) of the lung – for disease or trauma•
Severe hearing loss - permanent and irreversible| 4
Acceleration payment benefit
You are eligible for an advance payment if you are on the relevant NHS waiting list for the hospital where your surgical treatment will take place and you meet the following definitions:
•
aorta graft surgery•
coronary artery by-pass grafts•
heart valve replacement or repair•
open heart surgery.Your advance payment would be the lower of £25,000 or 25 per cent of the main benefit. As it is an advance, this amount is deducted from your main benefit. Further information can be found in the ‘Acceleration payment benefit for specified surgical treatments’ section of the Critical Illness with Life Cover membership handbook.
Childcover benefit
Children up to age 18, or age 21 if not in full time employment can be covered under your membership at no extra charge. Children will be covered for all illnesses and operations specified in the main cover and additional payment conditions, except diabetes mellitus type 1. Children will not be covered for death.
The cover includes additional child specific conditions:
•
cerebral palsy•
cystic fibrosis•
hydrocephalus – treated with insertion of a shunt•
muscular dystrophy•
spina bifida – of specified severity.Childcover benefit also provides the following:
•
Children’s intensive care benefit•
Child funeral benefit.Childcover benefit is the lower of £25,000 or 50 per cent of the benefit unless the child suffers one of the additional payment conditions then the childcover benefit will be the lower of £25,000 or 25 per cent of the benefit. It is payable once per child.
Child funeral benefit pays a maximum of £5,000.
Further information regarding this benefit is available in the ‘What you are covered for’ section of the Critical Illness with Life Cover membership handbook.
How long does the Individual
Protection Critical Illness with Life
Cover last?
The cover can last from between 5 and 40 years, although it must end before you reach 70.
You must be between 18 and 59 years of age when you apply and be permanently resident in the UK or the Channel Isles (which means Jersey and Guernsey only).
Your cover will end if:
•
you stop paying your premiums•
the main benefit is paid•
your cover reaches the end of its term.What doesn’t this plan cover you for?
We will not pay the main benefit, any additional payment conditions, childcover benefit, premium waiver or total permanent disability in the following circumstances:•
if you do not answer all of our questions truthfully and accurately at the time you apply for your cover and when you claim. Full details can be found in the ‘What you are not covered for’ section of the Critical Illness with Life Cover membership handbook.•
your claim is excluded by any special condition which will have been agreed with you at the time you applied•
your claim, other than for death or terminal illness, results directly or indirectly from a self-inflicted injury•
your claim results from an operation which was not medically necessary or was not carried out by someone who was suitably qualified to do the operation.Additional terms apply to total permanent disability and premium waiver options which can be found in the ‘Additional options’ section of the Critical Illness with Life Cover
membership handbook.
We will not pay childcover benefit in the additional following circumstances:
•
the symptoms first arose, the underlying condition was first diagnosed or either parent received counselling or medical advice in relation to the condition before: – the commencement date– your legal adoption or legal guardianship of the child.
Policy Summary - Friends Life Individual Protection Critical Illness with Life Cover
Additional terms apply to childcover benefit which can be found in the ‘Childcover benefit’ section of the Critical Illness with Life Cover membership handbook.
We will not pay child funeral benefit in the additional following circumstances:
•
the child dies before reaching 30 days old•
the cause of death first arose before: – the commencement date– your legal adoption or legal guardianship of the child
•
the death is brought about by intentional harm inflicted on the eligible child by you.We will not pay fracture cover claims in the following circumstance:
•
if you have multiple fractures, we will only pay one of your choosing.Additional terms apply to fracture cover which can be found in the ‘Additional options’ section of the Critical Illness with Life Cover membership handbook.
We will not pay Global Treatment claims in the following circumstances:
•
Any treatment that is not arranged by Best Doctors as a result of the claim process set out in the ‘Making a claim’ section of the Global Treatment Terms and Conditions.•
Any medical expenses incurred within the UK.•
Any treatment for your child if the symptoms first arose, the underlying condition was first diagnosed or either parent received counselling or medical advice in relation to the condition before the start date, the legal adoption or legal guardianship of the child.Additional terms and claims processes apply to Global Treatment which can be found in the Global Treatment Terms and Conditions.
Should I review my Individual
Protection Critical Illness with Life
Cover?
You should regularly review your cover to make sure that it meets your demands and needs.
Changing your mind?
You can cancel your membership at any time.
If you change your mind about taking out this cover within 30 days;
•
of the day when your membership starts, or•
the day when you receive your membership handbook and your registration certificateyou will receive a full refund of the premiums you have paid. If you pay your premium annually and you cancel after 30 days then we will give you a pro-rata refund.
Please see the ‘Your rights to cancellation’ section in the Critical Illness Cover with Life Cover membership handbook.
How to claim
If you need to make a claim, please contact us using the details below as soon as you can.
We may need to access your medical records to consider a claim.
You can call us on 0845 641 6610 or write to us at: Friends Life Individual Protection – Claims department
PO Box 569 Friends Life Centre Bristol
BS43 9FE.
Getting in touch
Remember your financial adviser will normally be your first point of contact.
If you have any questions you can:
Call us on 0845 600 3122. Calls may be recorded and may be monitored
Or write to us at:
Friends Life Individual Protection PO Box 569
Friends Life Centre Bristol
Friends Life and Pensions Limited
An incorporated company limited by shares and registered in England and Wales, number 475201. Registered office: Pixham End, Dorking, Surrey RH4 1QA. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Telephone 0845 600 3122 – calls may be recorded. www.friendslife.co.uk
Friends Life is a registered trade mark of the Friends Life group. FLIP/4569/Mar15
89687 UNI
How to complain
Please contact our Customer Relations Team using the contact details in the ‘Getting in touch’ section of this document.
To see our procedures for dealing with complaints, please ask for our ‘We Listen’ leaflet.
If you are not satisfied with our response you can contact: Financial Ombudsman Service
Exchange Tower London E14 9SR.
Telephone: 0800 023 4567 or 0300 123 9123 Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk Making a complaint won’t affect your legal rights.
Compensation
If a financial adviser recommends this plan, you have a legal right to compensation if the Financial Ombudsman Service decides it wasn’t suitable for your needs at the time. We are covered by the Financial Services Compensation Scheme (FSCS). If we cannot meet our obligations you may be entitled to compensation under the scheme. For this type of plan, the scheme covers at least 90 per cent of the claim. In the first instance the scheme would seek to continue your cover with an alternative provider.
For further information see www.fscs.org.uk
Alternatively, you can contact the FSCS on 0207 741 4100 or 0800 678 1100.
Law and language
Both you and we have the right to choose the choice of law in relation to the membership. We have chosen for the membership to be governed by the laws of England and Wales, which will apply unless your membership documents or terms and conditions show otherwise. Your membership documents, terms and conditions and all other
communications will be in English.
Policy Summary - Friends Life Individual Protection Critical Illness with Life Cover
Types of cover
You can choose from:•
Level term coverThis covers you for a fixed lump sum for a set period of time which you select when you take out the membership.
•
Mortgage protection term coverThis covers you for a set period and the cover reduces each month in the same way as the outstanding amount on a repayment mortgage with an interest rate of eight per cent a year.
•
Family income benefit coverFamily income benefit cover operates in the same way as level term cover, but does not pay a lump sum payment. Instead, the benefit is paid in annual instalments. These would be paid for each year remaining in the term of your
membership.
•
Renewable term coverRenewable term cover provides protection for five or ten years with the option to renew without underwriting at the end of the term.
Further information about these types of cover is available in the ‘Your membership’ section of the Critical Illness with Life Cover membership handbook.
Premium options
There are two premium options available to choose from:
•
guaranteed premiums•
reviewable premiums.Guaranteed premiums will not change. Reviewable premiums may change on every fifth anniversary of the start of your membership.
If you select renewable term cover your premiums will be reassessed at each renewal.
The amount of premium you pay will depend on the options you select.
Further information about the premiums is available in the ‘Premium options’ section of the Critical Illness with Life Cover membership handbook.
Additional options
•
Indexation– allows the main benefit to increase by either three per cent, five per cent, Retail Price Index or Average Weekly Earnings on each anniversary of the cover. Increasing the benefit will also result in the premium rising.
There is an extra cost, on top of the initial premium, if you choose any of the following options:
•
Fracture cover– pays up to £2,100 per year of cover if you suffer one of a list of 18 specified fractures.
•
Global Treatment– allows you to access treatment outside the UK if you or your child is diagnosed with one of a number of specified serious illnesses or requires one of a list of medical procedures.
•
Premium waiver– we will waive your premium if, due to illness or
incapacity, you meet the definition applicable to you in the Critical Illness with Life Cover membership handbook
•
Reinstatement– allows you to take out a new cover with a reduced list of critical illnesses following a successful claim on the main benefit.
•
Total permanent disability– we will pay the main benefit if you meet the definition applicable to you for total permanent disability in the Critical Illness with Life cover membership handbook.
Further information about these options is available in the ‘Additional options’ section of the Critical Illness with Life Cover membership handbook.
Further information about the Global Treatment additional option can be found in the Global Treatment Terms and Conditions.
Replacement cover
If you have joint cover and a successful claim is made on the main benefit, the person who was not the subject of the claim can take out a new cover. This is not subject to additional underwriting.
Further information about this option is available in the ‘How to make a claim’ section of the Critical Illness with Life Cover
3
Critical illnesses covered
The full definitions of the critical illnesses and the
circumstances in which you can claim are shown in the ‘What you are covered for’ and ‘Critical illness definitions’ sections of the Critical Illness with Life Cover membership
handbook.
Conditions covered:
•
Aorta graft surgery•
Aplastic anaemia – of specified severity•
Bacterial meningitis – resulting in permanent symptoms•
Benign brain tumour – with permanent symptoms or undergoing defined treatments•
Benign spinal cord tumour – resulting in permanent symptoms•
Blindness – permanent and irreversible•
Cancer – excluding less advanced cases•
Cardiac arrest – with the insertion of a defibrillator•
Cardiomyopathy – of specified severity•
Chronic rheumatoid arthritis•
Coma – resulting in permanent symptoms•
Coronary artery by-pass grafts•
Crohn’s disease – of specified severity•
Creutzfeldt-Jakob disease – resulting in permanent symptoms•
Deafness – permanent and irreversible•
Dementia including Alzheimer’s disease – resulting in permanent symptoms•
Diabetes mellitus type 1 – first diagnosis over age 40 and requiring permanent insulin injections•
Heart attack – of specified severity•
Heart valve replacement or repair•
HIV infection – caught from a blood transfusion, a physical assault or at work in an eligible occupation•
Kidney failure – requiring permanent dialysis•
Liver failure•
Loss of hand or foot – permanent physical severance•
Loss of independence•
Loss of speech – permanent and irreversible•
Major organ transplant – from another donor•
Motor neurone disease – resulting in permanent symptoms•
Multiple sclerosis – of specified severity•
Open heart surgery•
Paralysis of limb – total and irreversible•
Parkinson’s disease – resulting in permanent symptoms•
Progressive supranuclear palsy – resulting in permanent symptoms•
Respiratory failure – severe lung disease – of specified severity•
Stroke – of specified severity•
Systemic lupus erythematosus (SLE) – of specified severity•
Third degree burns – covering 20 per cent of the body’s surface area or 20 per cent of the surface area of the face•
Traumatic brain injury – resulting in permanent symptoms•
Terminal illness•
Ulcerative colitis – treated with total colectomy.Additional payment conditions
We will pay you a number of smaller benefits if you suffer any of the conditions listed below. The benefit paid will be the lower of £25,000 or 25 per cent of the main benefit. To find out more about each condition, please refer to the ‘What you are covered for’ and ‘Additional payment definitions’ sections of the Critical Illness with Life Cover membership
handbook. The conditions are:
•
Cerebral aneurysm – with surgical repair•
Cerebral arteriovenous malformation – with surgical repair•
Coronary angioplasty•
Crohn’s disease – treated with surgical intestinal resection•
Less advanced cancers – of named sites and specific severity•
Non-malignant pituitary adenoma – with specified treatment•
Removal of one or more lobe(s) of the lung – for disease or trauma•
Severe hearing loss - permanent and irreversibleAcceleration payment benefit
You are eligible for an advance payment if you are on the relevant NHS waiting list for the hospital where your surgical treatment will take place and you meet the following definitions:
•
aorta graft surgery•
coronary artery by-pass grafts•
heart valve replacement or repair•
open heart surgery.Your advance payment would be the lower of £25,000 or 25 per cent of the main benefit. As it is an advance, this amount is deducted from your main benefit. Further information can be found in the ‘Acceleration payment benefit for specified surgical treatments’ section of the Critical Illness with Life Cover membership handbook.
Childcover benefit
Children up to age 18, or age 21 if not in full time employment can be covered under your membership at no extra charge. Children will be covered for all illnesses and operations specified in the main cover and additional payment conditions, except diabetes mellitus type 1. Children will not be covered for death.
The cover includes additional child specific conditions:
•
cerebral palsy•
cystic fibrosis•
hydrocephalus – treated with insertion of a shunt•
muscular dystrophy•
spina bifida – of specified severity.Childcover benefit also provides the following:
•
Children’s intensive care benefit•
Child funeral benefit.Childcover benefit is the lower of £25,000 or 50 per cent of the benefit unless the child suffers one of the additional payment conditions then the childcover benefit will be the lower of £25,000 or 25 per cent of the benefit. It is payable once per child.
Child funeral benefit pays a maximum of £5,000.
Further information regarding this benefit is available in the ‘What you are covered for’ section of the Critical Illness with Life Cover membership handbook.
How long does the Individual
Protection Critical Illness with Life
Cover last?
The cover can last from between 5 and 40 years, although it must end before you reach 70.
You must be between 18 and 59 years of age when you apply and be permanently resident in the UK or the Channel Isles (which means Jersey and Guernsey only).
Your cover will end if:
•
you stop paying your premiums•
the main benefit is paid•
your cover reaches the end of its term.What doesn’t this plan cover you for?
We will not pay the main benefit, any additional payment conditions, childcover benefit, premium waiver or total permanent disability in the following circumstances:
•
if you do not answer all of our questions truthfully and accurately at the time you apply for your cover and when you claim. Full details can be found in the ‘What you are not covered for’ section of the Critical Illness with Life Cover membership handbook.•
your claim is excluded by any special condition which will have been agreed with you at the time you applied•
your claim, other than for death or terminal illness, results directly or indirectly from a self-inflicted injury•
your claim results from an operation which was not medically necessary or was not carried out by someone who was suitably qualified to do the operation.Additional terms apply to total permanent disability and premium waiver options which can be found in the ‘Additional options’ section of the Critical Illness with Life Cover
membership handbook.
We will not pay childcover benefit in the additional following circumstances:
•
the symptoms first arose, the underlying condition was first diagnosed or either parent received counselling or medical advice in relation to the condition before: – the commencement date– your legal adoption or legal guardianship of the child.
Policy Summary - Friends Life Individual Protection Critical Illness with Life Cover
5 |
Additional terms apply to childcover benefit which can be found in the ‘Childcover benefit’ section of the Critical Illness with Life Cover membership handbook.
We will not pay child funeral benefit in the additional following circumstances:
•
the child dies before reaching 30 days old•
the cause of death first arose before: – the commencement date– your legal adoption or legal guardianship of the child
•
the death is brought about by intentional harm inflicted on the eligible child by you.We will not pay fracture cover claims in the following circumstance:
•
if you have multiple fractures, we will only pay one of your choosing.Additional terms apply to fracture cover which can be found in the ‘Additional options’ section of the Critical Illness with Life Cover membership handbook.
We will not pay Global Treatment claims in the following circumstances:
•
Any treatment that is not arranged by Best Doctors as a result of the claim process set out in the ‘Making a claim’ section of the Global Treatment Terms and Conditions.•
Any medical expenses incurred within the UK.•
Any treatment for your child if the symptoms first arose, the underlying condition was first diagnosed or either parent received counselling or medical advice in relation to the condition before the start date, the legal adoption or legal guardianship of the child.Additional terms and claims processes apply to Global Treatment which can be found in the Global Treatment
Terms and Conditions.
Should I review my Individual
Protection Critical Illness with Life
Cover?
You should regularly review your cover to make sure that it meets your demands and needs.
Changing your mind?
You can cancel your membership at any time.
If you change your mind about taking out this cover within 30 days;
•
of the day when your membership starts, or•
the day when you receive your membership handbookand your registration certificate
you will receive a full refund of the premiums you have paid. If you pay your premium annually and you cancel after 30 days then we will give you a pro-rata refund.
Please see the ‘Your rights to cancellation’ section in the Critical Illness Cover with Life Cover membership handbook.
How to claim
If you need to make a claim, please contact us using the details below as soon as you can.
We may need to access your medical records to consider a claim.
You can call us on 0845 641 6610 or write to us at: Friends Life Individual Protection – Claims department
PO Box 569 Friends Life Centre Bristol
BS43 9FE.
Getting in touch
Remember your financial adviser will normally be your first point of contact.
If you have any questions you can:
Call us on 0845 600 3122. Calls may be recorded and may
be monitored Or write to us at:
Friends Life Individual Protection PO Box 569
Friends Life Centre Bristol
Friends Life and Pensions Limited
An incorporated company limited by shares and registered in England and Wales, number 475201. Registered office: Pixham End, Dorking, Surrey RH4 1QA. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Telephone 0845 600 3122 – calls may be recorded. www.friendslife.co.uk
Friends Life is a registered trade mark of the Friends Life group.
How to complain
Please contact our Customer Relations Team using the contact details in the ‘Getting in touch’ section of this document.
To see our procedures for dealing with complaints, please ask for our ‘We Listen’ leaflet.
If you are not satisfied with our response you can contact:
Financial Ombudsman Service Exchange Tower
London E14 9SR.
Telephone: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Making a complaint won’t affect your legal rights.
Compensation
If a financial adviser recommends this plan, you have a legal right to compensation if the Financial Ombudsman Service decides it wasn’t suitable for your needs at the time. We are covered by the Financial Services Compensation Scheme (FSCS). If we cannot meet our obligations you may be entitled to compensation under the scheme. For this type of plan, the scheme covers at least 90 per cent of the claim. In the first instance the scheme would seek to continue your cover with an alternative provider.
For further information see www.fscs.org.uk
Alternatively, you can contact the FSCS on 0207 741 4100 or 0800 678 1100.
Law and language
Both you and we have the right to choose the choice of law in relation to the membership. We have chosen for the membership to be governed by the laws of England and Wales, which will apply unless your membership documents or terms and conditions show otherwise. Your membership documents, terms and conditions and all other
communications will be in English.
