How to Pay

Payment options

You pay for your Life Insurance policy in regular monthly payments, taken by monthly Variable Direct Debit from your nominated bank account.

What do I do if something goes wrong?

If you have any problems with making your payments, or feel a payment has been taken in error or is incorrect, please email us via your user account or call us on 0800 054 6011 between 9am–5:30pm Monday to Friday. Alternatively, you can write to us at:
eLife Customer Services,
MMT Centre,
Severn Bridge,
Aust,
Bristol
BS35 4BL.

What if I cancel my Life Insurance policy?

If you cancel your policy with us, you will need to cancel the Direct Debit used to pay for your policy, with your bank.

What if I need to change my bank account details?

If you need to notify us of a change to your bank account details which are used for payment of your insurance premiums, you will need to update these details via your user account. We will then update our records and set up a new Direct Debit using the details provided. You will need to cancel the Direct Debit that is no longer in use.

What do I do in the event of a failed or rejected payment?

If a payment fails or is rejected, we will usually make a second attempt at taking the payment by Direct Debit within seven working days of the first attempt. However this is not always possible. If, either way, we do not receive the premium payment for your policy within 30 days from when payment was due, your policy will lapse. If you are struggling to make a payment then please contact us immediately via your user account or call us on 0800 054 6011 between 09:00 and 17:30 Monday to Friday.

What happens to my payments if I make changes to my policy during the policy term?

If you have chosen Indexed life Insurance your premium will increase on every anniversary of your policy start date. Click here to read more about Indexed Life Insurance. If you have purchased the Guaranteed Insurability Option and choose to make changes to your policy during the policy term, your premiums will increase in line with the changes you have made. You will not need to make any changes to your Direct Debit as we can do this for you. When we make changes to your Direct Debit we will notify you at least 10 days prior to the change in preimum. This will be available as a PDF document to view in your user account.

What happens when a Waiver of Premium claim is in effect?

If you have purchased the Waiver of Premium option, and need to use this during the policy term, we will suspend your Direct Debit as soon as your Waiver of Premium claim comes into effect. We will also reactivate your Direct Debit to take your monthly payments if or when your Waiver of Premium claim ends.