L&G's Retail Protection business has announced that it has simplified its life and critical illness policy documents. In response to adviser and customer feedback, customers will now receive a new policy schedule and terms and conditions (T&Cs) document in their welcome pack.
The new policy schedule document provides customers with a summary of their cover in one place, explaining who is protected, the cover amount, premiums, important dates, and any benefits or exclusions.
The improved T&Cs document also features an introduction page, outlining the policy's benefits, a contents page, guides on cover options and product combinations, and signposting throughout.
These changes apply to life and critical illness products, including relevant life plans, business protection, family and personal income plans, and rental protection plans. No changes have been made to the product definitions or features offered.
These updates are part of L&G’s ongoing changes to support customers and advisers. In January 2026, L&G’s Retail Protection business made a series of underwriting improvements to simplify the application process for customers.
"We have simplified our policy documents to make it easier for life and critical illness customers to understand their cover, and to help advisers clearly explain key policy details to clients, better supporting them on their protection journey," Pippa Keefe, commercial director, retail protection at L&G, said. "These improvements reflect our ongoing commitment to listening to and actioning adviser and customer feedback."
