Here are answers to some frequently asked questions about ReAssure Now, your ReAssure Now account, and where you can go for help with your policy.

If you are having problems activating your ReAssure Now account, we’ve prepared the help guide below to troubleshoot any common problems.

We’re currently experiencing high volumes of calls and it may take longer than usual to get through to us. We’re sorry about this – if you don’t need an immediate reply you can use our online contact form and we’ll be in touch with you as soon as possible.

Help for former Legal & General customers

The website address you’ve provided doesn’t seem to be working.
To make it easier for customers to enter web addresses in their browser, we use shortened web addresses in our communications. These are intended to automatically redirect to a longer web address.

If you’ve had issues accessing www.reassurenow.co.uk/activate it may be because your browser or security settings don’t allow redirects.

You should also check that you’re typing the web address into the address bar at the very top of your browser window, as this will take you to the exact address of the site.

If you’re typing the web address into your browsers ‘search box’ field, this search looks for a range of websites that could match your search, but you won’t necessarily be redirected to the ReAssure Now activation page.

You can access ReAssure Now here if you’ve had problems reaching the site.

I haven’t received an email verification code.
We’re currently receiving a large number of account activations, which means it may take longer than usual to receive your verification code.

If you’re at ‘Step 2 – Verify your identity’, you can use the ‘Resend code’ link on screen to request another valid verification code. Please also check your Spam or Junk folder.

If you’ve asked for a code to be resent and you haven’t received a code more than 24 hours after requesting one, please send us a message using our online contact form and our Customer Services Team will be in touch with you as soon as possible.

My invitation code isn’t recognised.
Please double-check that you’re entering your invitation code as it’s shown in your letter. e.g. check whether you should be entering a ‘5’ or an ‘S’ as both are used.

My policy number isn’t recognised.
Your policy number is what Legal & General referred to as ‘contract number’ or may have occasionally been referred to as ‘plan number’. Alternatively if you’ve received a ReAssure branded letter confirming a new policy number, please use this. If you’ve tried both and they weren’t accepted, please send us a message using our online contact form and our Customer Services team will be in touch with you as soon as possible.

My verification code is not being recognised.
Some devices, browsers or operating systems could add additional whitespace to content that is copied from an email and pasted to another application. For example, copying a verification code of ‘123456’ from an email on a mobile device could result in copying ‘123456 ‘ and the pasted values not being recognised.

If you continue to experience problems with your verification code, please send us a message using our online contact form and our Customer Services Team will be in touch with you as soon as possible.

I’ve got as far as the Create Account screen but I’m unable to get any further.
This may because your policy number wasn’t recognised in the previous step. Your policy number is what Legal & General referred to as ‘contract number’ or may have occasionally been referred to as ‘plan number’. Alternatively if you’ve received a ReAssure branded letter confirming a new policy number, please use this. If you’ve tried both and they weren’t accepted, please send us a message using our online contact form and our Customer Services team will be in touch with you as soon as possible.

I think I should have had an invite to register on ReAssure Now.
Eligible customers are those who were already registered with Legal and General’s online services. We’re inviting the majority of eligible customers who have been actively using Legal & General’s online portal since 1 January 2018 straight away.

If you were previously using Legal & General’s online portal during this time and you haven’t received your invitation letter yet, it may still be on the way to you in the post.

I’ve changed my email address previously and now I can’t register.
This has now been resolved and we recommend that you try again to activate your ReAssure Now account.

If you continue to experience problems with your email address, please send us a message using our online contact form and our Customer Services Team will be in touch with you as soon as possible.

My log in details aren’t recognised.
For your protection, you only have a small number of attempts to enter your correct log in details. If you enter them incorrectly too many times, your account will be locked and you’ll need to contact a member of our Customer Services team. The following may help to avoid your account being locked:

• Check that you’re entering the correct email address for this account.
• If you’re unsure what your password is, you can change it before your account is locked, to see if this resolves the issue. If you need help with your password, read the section below on What are the requirements for creating my password, under Help with my ReAssure Now account. We also don’t recommend you reuse passwords for security reasons.

I’m trying to activate my ReAssure Now account using a corporate or works device or email address.
You may be attempting to access ReAssure Now from a work or corporate device, or using a corporate email address. We have taken all the necessary steps to satisfy common corporate security posture and security policies, for the majority of cases ReAssure Now is accepted as a trusted and secure on-line service.

However, employers often apply incredibly strict security protocols and depending on what these are, they may restrict access to certain types of emails or websites. To guarantee the best experience we recommend you use a personal device – the good news is that ReAssure Now is fully available on all personal devices such as tablets and mobile phones.

Help using ReAssure Now

What can I do through ReAssure Now?
ReAssure Now gives you more flexibility about how and when you access your policy and personal information.

  • You can view what your policy provides you with and how much you pay for it.
  • Depending on the type of policy you have, you can view what your policy could be worth in the future, any withdrawals that ReAssure has paid to you and information about any third parties associated with your policy.
  • You can view a selection of documents that we’ve sent you.
  • You can get in touch with us and receive replies by secure message.
  • You can change your visual preference on the device you’re using to view ReAssure Now.

Will I be able to check whether a recent payment has been received into my policy?
We’ll show you the most recent information that’s available about how much you’ve paid to us. You can find more information about payments received by ReAssure in your Payment history. Payments may take a couple of days to show, so please check back if it’s not there straight away.

Will I be able to see how much cover I have?
You’ll be able to see what, and how much you’re covered for and when this ends.

Can I see information about my policy charges?
You’ll be able to see how much has been paid in and how that’s used, including any deductions for charges.

Can I log in to ReAssure Now from my mobile phone or computer?
Yes, you can access ReAssure Now from most mobiles, tablets and desktops and it’s regularly tested on these devices. Access to ReAssure Now is through your web browser.

What browsers and operating systems can ReAssure Now be used with?
This website is regularly tested on the most popular browsers and operating systems, including:

  • Latest versions of Safari (including iOS), Chrome (including Android) and Firefox
  • Windows 7,8 + Internet Explorer 11
  • Windows 10 Edge

Help with my ReAssure Now account

How secure is my information?
We take protecting your personal and policy information very seriously. Please read our Privacy Notice for more information about how we do this – you’ll find a link to it at the bottom of each screen.

It’s important that you protect yourself and keep your ReAssure Now password secure. Don’t share it with anyone else or save it on any publicly accessed computers.

If you notice anything unusual on your ReAssure Now account please call us as soon as possible.

What are the requirements for creating my password?
Your password must:

  • be between 8 and 14 characters long
  • include at least one upper case letter (A-Z)
  • include at least one lower case letter (a-z)
  • include at least one number (0-9)
  • not be the same as your email address
  • include a special character such as @ # ! $ &

For your protection it’s important to pick a strong password and consider changing it regularly.

I’ve already activated my account but I’m unable to log in
If you’re unable to log in, you could check things like your internet connection, or that you’re using the correct username and password. You might want to follow the ‘forgotten password’ link and change your password first, to see if this resolves the issue. If you still need help you can contact us. (Our lines are open from 8.30am – 5.30pm Monday to Friday excluding bank holidays.)

Does ReAssure Now have accessibility friendly features?
ReAssure Now is compliant with the Web Content Accessibility Guidelines version 2.1 AA standard.

One of the key accessibility features of ReAssure Now is that you’re able to customise your settings in Your profile, which allows you to view ReAssure Now in light and dark themes on the computer or device that you’re using.

I’ve moved house within the UK and need to let you know my new address
The easiest way to let us know about your new UK address is to send us a secure message.

You’ll need to tell us your full postal address, including post code.

Once we’ve updated our records we’ll send confirmation in the post.

I’ve moved house, either: from the UK to outside of the UK, between other countries outside of the UK, or from outside of the UK to the UK and need to let you know my new address
We can’t accept your change of address by secure message if:

– your new address is overseas,
– your new address is in the UK,but your previous address was overseas.

These requests need to be received in writing. To make this easier you can print and send us a completed Change of Personal Details Form, making sure you read the Customer Identification Guide to find out what additional information you’ll need to send us.

If we need anything further from you we’ll be in touch.

I’ve changed my name and need to update my details
We can’t accept your change of name by secure message, this request needs to be received in writing.

To make this easier, you can print and send us a completed Change of Personal Details Form, making sure you read the Customer Identification Guide to find out what additional information you’ll need to send us.

If we need anything further from you we’ll be in touch.

I’d like to change my email address, home phone number or mobile number
You can tell us that you’ve changed your email address or mobile number by sending us a secure message.

You’ll be able to see your new details the next time you log into ReAssure Now.

I need to let you know my new bank details to be able to carry on paying ReAssure.
If you’re currently paying money into a ReAssure policy, it’s fine to let us know your new bank details by secure message. We just need your new sort-code, eight digit account number, and the name of the account holder.

We’ll need to allow time for the bank to set up your new instruction, so if you’re within 2 weeks of the next payment due, we may collect this from your old account.

The Direct Debit Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.

  • If there are any changes to the amount, date or frequency of your Direct Debit ReAssure will notify you 10 working days in advance of your account being debited or as otherwise agreed.
  • If you request ReAssure to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
  • If an error is made in the payment of your Direct Debit, by ReAssure or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
  • If you receive a refund you are not entitled to, you must pay it back when ReAssure asks you to.
  • You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

If you’d like to change the bank details we use to pay money from a ReAssure policy you’ll need to contact us. (Our lines are open from 8.30am – 5.30pm Monday to Friday excluding bank holidays.)

I need to let you know my new bank details to enable ReAssure to carry on paying me.
If you’re currently receiving money from a ReAssure policy and you want to tell us to pay your money to a different account , you can send us a secure message or call us on 0800 073 1777 to let us know. (Our lines are open from 8.30am – 5.30pm Monday to Friday excluding bank holidays.)
We’ll let you know what you need to do to make this change.

Information in ReAssure Now is currently unavailable, or I think something is incorrect.
If information you need is currently unavailable it may be a temporary issue, so please check back later.

If you need information that is consistently unavailable, or you’ve spotted something in ReAssure Now that you think is incorrect, please contact us. (Our lines are open from 8.30am – 5.30pm Monday to Friday excluding bank holidays.)

I’ve given you an incorrect mobile number or email address.
Call us and we’ll be able to help you. You can find our contact details here.

You’ll be able to see your new details the next time you log into ReAssure Now. If you’re logged into your account you can send us a secure message to let us know of any changes.

Help with my policy

Where can I find out more about the funds I’m invested in?

Visit our fund centre on our website to find out more about unit-linked funds.

You’ll be able to enter your policy number to see the funds your policy is currently invested in and which funds are available for you to switch into. There’s more information available about each of these funds too, including risk ratings and fund performance.

We recommend you get independent professional advice from a Financial Adviser if you’re unsure what to do. A Financial Adviser can make a personal recommendation based on your individual circumstances and the options available to you. If you don’t have an adviser, you can find one at www.unbiased.co.uk. You may have to pay for any advice you receive.

 

I want to change the funds my policy is invested in
The easiest way to change the funds you’re invested in is by using our online switching form.

We recommend you get independent professional advice from a Financial Adviser if you’re unsure what to do. A Financial Adviser can make a personal recommendation based on your individual circumstances and the options available to you. If you don’t have an adviser, you can find one at www.unbiased.co.uk. You may have to pay for any advice you receive.

I’d like to know how much my policy could be worth in the future

Pension customers: If you’re a pension customer, you can view what your policy could be worth in the future in ReAssure Now. We’ll tell you how much your pension pot could be worth in the future at five-yearly intervals.

You can also get an idea of future values by using our Retirement Planning Toolkit (RPT). The RPT allows you to see how making changes, such as how much you pay or when you take your money, could affect your future pension pot.

Investment/savings customers: If you’re an investment and savings customer you can ask for a future value by secure message.

Insurance customers: If you’re an insurance customer you can have a look at what you’re covered for and if you need anything further you can send us a request by secure message.

I want to know what my retirement options are
You can find out more about your retirement options here, including where you can go for help.

I’m waiting to receive money from ReAssure
If we’ve received everything we need to pay you, we’ll aim to complete your payment within 5-10 working days. We’ll let you know once we’ve made your payment to save you having to contact us.

Once we’ve made your payment it will take 3-5 working days to reach your bank account, although clearance times will depend on your bank.

If you need more information about a payment you’re expecting, you can send us a secure message or contact us. (Our lines are open from 8.30am – 5.30pm Monday to Friday excluding bank holidays.)