L&G’s Retail Protection business simplifies life and critical illness policy documents to support advisers and drive better customer outcomes

L&G’s Retail Protection business has simplified its life and critical illness policy documents to make them easier for customers to understand, helping advisers to explain cover details more effectively and guide clients confidently throughout their protection journey.

In response to adviser and customer feedback, customers will now receive a new and improved policy schedule and terms and conditions (T&Cs) document in their welcome pack. These provide a clearer overview of key policy details, making it simpler for advisers to review and discuss cover options with clients.

The new policy schedule document provides customers with an easy-to-understand 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 for easy navigation, clear guides on cover options and product combinations, and helpful signposting throughout.

These changes apply to life and critical illness products, including relevant life plan, business protection, family and personal income plans, and rental protection plans¹. No changes have been made to the product definitions or features offered.

These updates are part of L&G’s ongoing improvements 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, to ensure that they are more accurately protected and better supported.

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¹The updated policy documents had already been introduced to new Income Protection customers in March 2025.