Existing customers

We’re now closed to new business.

If you’re an existing customer, your policy will remain in place and unaffected. We’ve included some more information below but if you have any questions, our customer service team will be happy to help. Simply call us on 0800 542 7981.

New customers

We regret to inform you that we are no longer accepting new customers.

If you’re looking for cover, Smart Insurance offers Family Life Insurance that could help your family to manage major household debts like the mortgage and car repayments, or simply help with daily living expenses if the worst were to happen. Call 0800 977 6057 to get your free quote, or visit their website www.smartinsurance.co.uk.

Take me to Smart Insurance

How to make a claim

Making a claim with FRANKLi is easy. Simply email claims@frankli.com and we'll send you a form to be completed, signed and returned with supporting documentation.

As soon as the claim is accepted, we will pay the benefit to the person who is legally entitled to it and refund any premiums paid between the date of terminal illness diagnosis (or death) and the date the claim is paid. 

Making a complaint

Open Monday to Friday 9am to 7pm, excluding Bank Holidays. 

We hope that you never have reason to complain, but if you do, we will do our best to work with you to resolve it. 

Please write to us:

Please supply your policy number so that we can deal with your enquiry promptly. 

Receipt of your complaint will be acknowledged within five working days in all cases. However, where additional specific information is requested by us from a third party, a full answer to your complaint will follow as soon as possible after the acknowledgment letter.

In the unlikely event that your complaint is not resolved to your satisfaction, you may refer to the Financial Ombudsman Service (FOS): 

  • Phone: 0800 023 4567 or 0300 123 9123 
  • In writing: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR 
  • Website: www.financial-ombudsman.org.uk

Making a complaint will not affect your legal rights. 

Can I cash in my FRANKLi Life Insurance?

There is no cash-in value for your policy at any point.

Do I get any money back if I don’t die by the end of the term? 

If you outlive your policy term, your cover will end and you will not get any money back from your policy.  

Can I cancel my FRANKLi policy if I no longer need it?

Yes, you can cancel your policy at any time. You have a 30-day cooling-off period from the date you receive your policy to make sure you’re happy with your cover. If you’re not, and you choose to cancel within that 30-day period, you can get a full refund as long as no valid claim has been made.

If you cancel your policy after the 30-day period, you will not get back any of the payments made.

What happens if your cover term has finished? 

When your cover term has finished, the policy ends and you won’t get anything back. If your policy has finished or if it has been cancelled we won’t pay a claim. If you want to continue protecting your loved ones, we suggest you get a free quote for life insurance from Smart insurance.