Why have we written to you?

It’s important we keep in contact with our customers, so they don’t miss out on important information about their policy or the benefits it offers. We sometimes lose contact with our customers when they move to a new address and forget to tell us. When this happens, we use publicly available records like electoral rolls to find the people we’ve lost contact with.

Having the correct information for policy holders means we can keep customers informed about their policy and make any payouts that are due to the right people.

What happens next?

When you confirm your details, we’ll carry out some checks so that we can talk to you about your policy. The checks help us make sure we’re talking to you and not someone pretending to be you.

Once we’ve made our checks, we can confirm if you’re a Phoenix policyholder and then update your address on our systems. As a security precaution, we’ll send a letter to your old address and also to your new address. Once that’s done, you’ll be able to ask for information about your policy.

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It's easy to confirm your personal details, we can then talk to you about your policy.

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How do people lose track of a policy?

Moving house is one of the most common reasons for losing track of a policy. When people move house, you have lots of organisations you need to contact to let them know. Financial services companies that hold your pensions or life policies may be way down the list to contact and may even be forgotten. Without a current postal address, the information about your policy will no longer reach you, so you’ll lose touch with the policies you have. 

People change their name when they get married or divorced and this can make it harder for companies like us to trace the policyholder or the beneficiaries. The beneficiaries are the people who would receive money from a policy.

That’s why it’s important to make sure you’ve told everyone you need to when you move house or change your name.

Could your policy provider have changed?

Another reason you might lose track of a policy is that the company has changed. Your insurer may have merged with another company and changed its name. Or it may have sold those policies to another company.

For these reasons, some Phoenix Life customers may not realise their policy is with us. That’s because they took out the policy with a different company and the policy was moved to Phoenix Life when we bought those policies from that company. Before these policies transferred, many of these companies were involved in their own mergers, takeovers and transfers. This means the company you originally took your policy out with may not be listed here.

How has my policy come to be with you?

Many customers transferred to us when we took on their policies from companies like:

  • Abbey Life
  • Alba Life
  • Allianz Cornhill
  • AXA Wealth
  • Bradford Insurance
  • Britannia Life
  • Britannic
  • Century Life
  • London Life
  • National Provident Life
  • NPI
  • Pearl
  • Phoenix Assurance
  • Royal & Sun Alliance
  • Royal Insurance
  • Royal Life
  • Scottish Mutual
  • Scottish Provident
  • Sun Alliance & London Assurance Company
  • Swiss Life

  • About us

    Phoenix Life is proud to be part of Phoenix Group; the UK's largest long-term savings and retirement business

  • Our history

    Find out about the life companies that have come together to form Phoenix Life

Your questions answered

Here’s some the of the questions you might have about Phoenix Life contacting you.

Here are two examples of how we’ve reconnected people with the benefits that were due to them

Case study one

Mrs X had a single life endowment plan and a single premium term assurance. Mrs X passed away but Phoenix had not been informed of her death.

With successful tracing and re-engagement with the policyholder’s executor, Phoenix Life paid out a total claim value of £104,879 to the beneficiaries.

Case study two

Mr and Mrs Y took out two whole of life policies in 1974. Mr and Mrs Y passed away but Phoenix had not been informed of either death.

With successful tracing and re-engagement with the policyholder’s son, Phoenix Life paid out a total claim value of £22,607.