Debenhams life insurance: what happened and who looks after policies now
What happened to Debenhams Life Insurance, who looks after existing policies now, how to claim or find your insurer, and where to look for new cover.
- New policies
- Closed
- Closed to new customers by August 2020
- Policies are with
- Your insurer
- Named in your policy documents
- Debenhams was
- A broker service
- Not the insurer
- Former administrator
- Vavista
- No longer offers life cover
In a nutshell
Debenhams no longer sells life insurance. Debenhams Life Insurance was not an insurer: it was a non-advised broker service that arranged level term, mortgage and critical illness cover with UK insurers, and it had closed to new customers by August 2020.
- Your policy is with the insurer named in your policy documents, not with Debenhams. That insurer deals with claims and changes to the policy.
- The insurers named on Debenhams Life Insurance documents were Aegon, AIG, Aviva, Bright Grey, Legal & General, Liverpool Victoria (LV=), Scottish Provident, Vitality and Zurich.
- Some of those names have changed: Aegon's protection policies have moved to Royal London, Bright Grey has rebranded to Royal London, Scottish Provident is owned by Royal London, and AIG Life policies are now looked after by Aviva.
- By 2016 the cover was arranged by Somerset Bridge Insurance Services (then called Eldon Insurance Services), which kept looking after the policies under its Vavista brand once the Debenhams brand was sold. Vavista no longer offers life insurance and its life insurance pages now redirect to its homepage.
- Debenhams itself is now an online department store run by Debenhams Group, the trading name of boohoo group plc, and its old life insurance web address leads to a page that cannot be found.
About Debenhams
Debenhams was a British department store chain. It was founded in 1778 by William Clark, rebranded by William Debenham in 1813, and grew from a single London store to 178 locations across the UK, Ireland and Denmark.
- Founded
- 1778, by William Clark
- Company behind Debenhams Life Insurance
- Debenhams Retail plc, later Debenhams Retail Limited (company no. 00083395)
- FCA status
- Former appointed representative (FRN 212810), no longer registered since 1 May 2021
- That company now
- Department Stores Realisations Limited, dissolved on 22 July 2026
- Brand owner today
- Debenhams Group, the trading name of boohoo group plc
- debenhams.com run by
- DBZ Marketplace Online Limited (no. 13135555), formerly Debenhams.com Online Limited
Insurance products were also sold under the Debenhams name, provided by other financial companies. Debenhams Life Insurance was one of them: from 2010 it was arranged through theidol.com, and by February 2016 through Eldon Insurance Services, renamed Somerset Bridge Insurance Services in 2019.
The Debenhams company behind the service was Debenhams Retail plc, later Debenhams Retail Limited (company number 00083395). It was an appointed representative of those brokers. The FCA register explains that an appointed representative can only carry out the regulated business its principal firm allows, and that the principal firm is responsible for that business.
Debenhams went into administration in April 2019 and again in April 2020, and announced it would be liquidated after rescue talks collapsed in late 2020. Boohoo bought the Debenhams brand and website in January 2021 but none of the stores, and the last department stores closed in May 2021.
Today Debenhams describes itself as Britain's online department store for beauty, fashion and homeware. Boohoo relaunched the website as Debenhams.com in April 2021; it is now run by DBZ Marketplace Online Limited, and the group that owns the brand renamed itself Debenhams Group in March 2025.
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What happened to Debenhams Life Insurance?
Debenhams Life Insurance stopped taking new customers between September 2019 and August 2020. A saved Debenhams page from 22 September 2019 still offers quotes and a £50 gift card, while the next saved copy of the Debenhams Life Insurance website, from 7 August 2020, says it was not offering Debenhams Life Insurance to new customers. The same notice, still there in March 2021, said existing customers would not be affected and could still contact it for help.
By 17 April 2021 Somerset Bridge Insurance Services, the FCA-authorised broker behind the service, was telling policyholders that it could no longer use the Debenhams name because the brand had been bought by another retailer, and that it would keep helping with administration under its Vavista brand. It said the level of cover and the policy terms did not change. On 1 May 2021 Debenhams Retail stopped being an appointed representative of Somerset Bridge.
Vavista itself went on offering life insurance for a time: its own life insurance page still offered two types of policy in June 2023. By October 2023 it said it no longer offered new life insurance policies and asked existing policyholders to contact their insurer directly, and the same notice was still there in February 2026. On 3 October 2026 its life insurance pages redirected to its homepage, which presents Vavista as a car insurance provider.
Debenhams Retail Limited was in administration from 9 April 2020 to 22 April 2026. Renamed Department Stores Realisations Limited in 2021, it was dissolved on 22 July 2026. The Debenhams life insurance address on finance.debenhams.com now leads to a debenhams.com page that cannot be found.
- Selling life insurance
- No: closed to new customers by August 2020
- Appointed representative until
- 1 May 2021
- Policies looked after by
- The insurer named in your policy documents
- Former administrator
- Vavista (Somerset Bridge Insurance Services Limited, FRN 477112)
- Vavista life insurance
- No new policies since 2023; life pages now redirect to the homepage
- Debenhams Retail Limited
- Dissolved on 22 July 2026
The Debenhams Life Insurance website is no longer online. Its history comes from saved copies of the Debenhams and Vavista pages in the Internet Archive (2011 to 2026) and its status from the FCA register, Companies House and the Vavista website, checked on 3 October 2026.
Debenhams life insurance history
-
1778
William Clark founds the business that becomes Debenhams; William Debenham rebrands it in 1813.
-
2010
Debenhams Retail becomes an introducer appointed representative of Investment Discounts On-Line (theidol.com), which compares quotes from UK life insurers for Debenhams customers.
-
2011
Debenhams offers level term and mortgage life insurance, each with or without critical illness cover, and standalone critical illness cover, with a £50 gift card for new policies.
-
2013
Debenhams' cover pages also list long-term income protection. Debenhams says it does not offer whole life cover.
-
2014
From 30 September the FCA register lists Eldon Insurance Services (now Somerset Bridge Insurance Services) as a principal of Debenhams Retail.
-
2015
In February Debenhams Retail is still an introducer appointed representative of Investment Discounts On-Line (theidol.com) for life insurance; Debenhams says that firm is part of the Legal & General Group.
-
2016
By February the Debenhams Life Insurance website names Eldon Insurance Services as the firm it is an appointed representative of, and lists policy summaries from nine insurers. The theidol.com arrangement ends on 27 February.
-
2017
Debenhams Life Insurance's terms of business say it arranges life insurance, critical illness and income protection cover through a limited number of insurers, without giving advice.
-
2019
In May a company voluntary arrangement for Debenhams Retail is approved. In September Debenhams is still offering life, mortgage and critical illness cover, with a £50 gift card for new policies.
-
2020
Debenhams Retail enters administration on 9 April. By 7 August Debenhams Life Insurance is not offered to new customers.
-
2021
Boohoo buys the Debenhams brand and website in January. By 17 April Somerset Bridge tells Debenhams life policyholders that it can no longer use the Debenhams name and will look after their policies under its Vavista brand. The appointed representative arrangement ends on 1 May, and the last stores close in May.
-
2023
Vavista still offers life insurance in June. By October it no longer offers new life insurance policies and asks existing policyholders to contact their insurer directly.
-
2026
Debenhams Retail Limited, now Department Stores Realisations Limited, is dissolved on 22 July. By October Vavista's life insurance pages redirect to its homepage.
Existing Debenhams life insurance policies
A Debenhams life insurance policy is held with the insurer that provided it. Debenhams Life Insurance acted as your agent to find and place the policy, and its terms said Debenhams had no authority to handle claims for insurers.
When the service closed, customers were told to contact their insurer directly to change a policy or make a claim, using the details in their policy documents. Vavista later said the same, and that you can find your insurer in the welcome letter Vavista sent or in the policy pack the insurer sent when the policy started.
Later policies, up to the closure, were arranged by Eldon Insurance Services, now Somerset Bridge Insurance Services, which the Debenhams Life Insurance website named as its principal by February 2016. Its 2017 terms of business said it arranged life insurance, critical illness and income protection cover through a limited number of insurers, and its 2020 terms list Aegon, AIG Life Limited, Legal & General Life Society Limited, AVIVA Life UK Limited, Vitality and Zurich Insurance Company Limited. The policy documents pages of 2016 and 2021 also list Bright Grey, Liverpool Victoria and Scottish Provident.
Earlier policies, from 2010, were arranged through theidol.com, a trading style of Investment Discounts On-Line Ltd. Debenhams Retail was still its introducer appointed representative for life insurance in February 2015, when Debenhams said the firm was part of the Legal & General Group, and the FCA register shows the arrangement ending on 27 February 2016. For these policies too, the insurer to contact is the one named in your policy documents.
Some insurers on these lists have changed. Royal London says the courts approved the Part VII transfer of the Aegon UK individual protection book in 2024, moving the life, critical illness and income protection policies of nearly 400,000 customers to Royal London. Bright Grey has rebranded to Royal London, Scottish Provident is owned by Royal London, and policies issued by AIG Life Limited are now looked after through Aviva Life & Pensions UK Limited. See our pages on Aegon, Bright Grey, Scottish Provident and AIG Life.
- Aegon policies
- Now with Royal London (Part VII transfer, 2024)
- AIG Life policies
- Now looked after through Aviva Life & Pensions UK Limited
- Bright Grey policies
- Royal London (Bright Grey rebranded)
- Scottish Provident policies
- Royal London (owner of Scottish Provident)
- Aviva, Legal & General, LV=, Vitality and Zurich policies
- Contact the insurer directly
- Earlier policies (theidol.com, from 2010)
- The insurer is named in your policy documents
- Look for the welcome letter or policy pack. Vavista said the insurer is named in the welcome letter it sent and in the policy pack the insurer sent when the policy started.
- Check your bank statements. A regular payment to an insurer is often the quickest clue to who holds a policy.
- Ask the insurer. LV= says its policy number is on the policy documents or a bank statement, Zurich asks people who do not know the policy number to call 0370 333 1500, and Royal London says it can search for a Scottish Provident plan using your name, address and date of birth.
- Use our guide. Our guide to lost life insurance policies explains other ways to trace an old policy.
Debenhams' 2013 pages said the policies it compared were pure insurance, with no cash-in value at any time and no savings content, and that nothing was paid out if no claim was made before the end of the term.
Contacting your insurer about a Debenhams policy
Debenhams no longer runs a life insurance service, its customer service has no phone number, and Vavista's life insurance pages have been removed, so contact the insurer named in your policy documents.
The numbers below are the current claims and policy lines of the insurers named on Debenhams Life Insurance documents, taken from each insurer's own website. Use the one for the insurer on your policy.
LV= says its claims lines are for policies issued through its Exeter office or through Permanent Insurance Company Limited, and the number depends on the format of your policy number.
Vavista's contact page still has a callback request form with a 'Life' option, although the phone numbers on that page are for car insurance. theidol.com, which arranged earlier Debenhams life cover, still has a customer services line.
- Aegon policies (Royal London): claims
- 03456 00 04 93, Mon–Fri 8.30am–5.30pm
- Aegon policies (Royal London): enquiries
- 03456 00 14 02, Mon–Fri 8.30am–5.30pm
- AIG Life policies (Aviva): death claims
- 0345 600 6815, Mon–Thu 8.30am–6pm, Fri 8.30am–5.30pm
- AIG Life policies (Aviva): customer service
- 0345 600 6820
- Aviva life insurance claims
- 0800 015 1142, Mon–Fri 8am–6pm
- Bright Grey policies (Royal London)
- 0345 646 2108, Mon–Fri 8am–6pm
- Legal & General life insurance claims
- 0800 137 101, Mon–Fri 9am–5.30pm
- Legal & General critical illness claims
- 0800 068 0789, Mon–Fri 9am–5.30pm
- LV= life insurance claims
- 0800 756 5869 (numbers like 123456-0001-5N) or 0800 681 6294 (numbers starting with a letter), Mon–Fri 9am–5pm
- Scottish Provident policies (Royal London): claims
- 0345 271 0007, Mon–Fri 8am–6pm
- Scottish Provident policies (Royal London): term assurance enquiries
- 0345 271 0900
- Vitality life insurance claims
- 0345 601 0072, Mon–Fri 9am–5pm
- Zurich bereavement claims
- 0370 243 0827 (policy numbers not starting PR) or 0370 240 0073 (starting PR), Mon–Fri 9am–5pm
- Zurich, if you don't know the policy number
- 0370 333 1500, Mon–Fri 9am–5pm
- Vavista callback request
- vavista.com/contact (choose 'Life') (opens in a new tab)
- Vavista address
- Lysander House, Catbrain Lane, Cribbs Causeway, Bristol BS10 7TQ
- theidol.com customer services
- 0800 915 7885, Mon–Fri 9am–5pm
Complaints. The Debenhams Life Insurance terms of business sent complaints to its Customer Journey Team at Lysander House, Catbrain Lane, Bristol, the address Vavista uses today. They said a customer still unhappy with the response could go to the Financial Ombudsman Service. Vavista's complaints page takes complaints by online form or by letter, and says the same about the Ombudsman.
Numbers and opening hours are from the insurers' own websites, checked on 3 October 2026, and may change. Have your policy number ready if you know it.
Debenhams life insurance documents
These are the official documents and pages we used for this page. The terms of your own policy are in the documents your insurer sent you when you took it out.
-
Debenhams Life Insurance Terms of Business (V6) (opens in a new tab)
The 2020 terms of business: the broker's status, the insurers it used, cancelling, complaints and claims.
-
Debenhams Life Insurance Terms of Business (V2, 2017) (opens in a new tab)
The 2017 terms of business: Eldon Insurance Services' status, the cover it arranged, cancelling, complaints and claims.
-
Debenhams Life Insurance policy documents page (2021) (opens in a new tab)
The list of insurers whose key facts documents were on the Debenhams Life Insurance site in April 2021.
-
Debenhams Life Insurance policy documents page (2016) (opens in a new tab)
The list of insurers with policy summaries on the Debenhams Life Insurance site in February 2016.
These are saved copies from the Internet Archive: the original Debenhams Life Insurance website is no longer online.
Looking for new life cover?
Debenhams no longer offers life insurance, and Vavista no longer offers new life insurance policies, so there is no new Debenhams policy to apply for.
An existing policy stays with the insurer named in your policy documents, and the switch to Vavista did not change the level of cover or the policy terms.
If you need new or extra cover, compare insurers that sell life insurance today, and keep your existing policy until the new one has started so you are not left without cover in between.
The guides below explain how term life, mortgage life, critical illness and over 50s cover work. Our guide to lost life insurance policies explains how to trace an old policy, and you can browse all our insurer reviews.
Guides to life cover
- Term life insurance: Cover for a set number of years, with level or decreasing cover.
- Mortgage life insurance: Match your cover to your mortgage and protect your home.
- Critical illness cover: A lump sum on diagnosis of a serious illness your policy covers.
- Over 50s life insurance: Guaranteed acceptance for ages 50–85, and what to check before you buy.
Insurer reviews
- Aviva life insurance review
- Legal & General life insurance review
- LV= life insurance review
- Royal London life insurance review
- Vitality life insurance review
- Zurich life insurance review
- All insurer reviews: plain-English reviews of UK life insurers, listed alphabetically
Debenhams life insurance FAQs
No. Debenhams Life Insurance had stopped taking new customers by August 2020, and Vavista, which looked after the policies afterwards, said in October 2023 that it no longer offered new life insurance policies. Debenhams is now an online department store for beauty, fashion and homeware.
No. Debenhams Life Insurance was an insurance intermediary offering a non-advised service. It acted as your agent to find and place a policy with an insurer, and had no authority to handle claims for insurers. Under its 2020 terms of business, the broker behind it, Somerset Bridge Insurance Services, was paid commission by the insurers, worked out as a percentage of the premium.
The insurer named in your policy documents. Vavista said you can find it in the welcome letter Vavista sent or in the policy pack the insurer sent when you took the policy out.
The 2020 terms of business list Aegon, AIG Life, Legal & General, Aviva, Vitality and Zurich. The 2016 and 2021 policy documents pages also list Bright Grey, Liverpool Victoria and Scottish Provident. Earlier policies, from 2010, were arranged through theidol.com.
Aegon's individual protection policies moved to Royal London under a Part VII transfer approved by the courts in 2024. Bright Grey has rebranded to Royal London and Scottish Provident is owned by Royal London. Policies issued by AIG Life Limited are now looked after through Aviva Life & Pensions UK Limited. The phone numbers are in the contact section above.
Contact the insurer directly, as soon as you can, using the contact details on your policy documents. For example, Legal & General's life insurance claims line is 0800 137 101 and Aviva's is 0800 015 1142; the other insurers' numbers are listed above.
Vavista looked after the administration of Debenhams life policies under its own brand, but by October 2023 it asked existing policyholders to contact their insurer directly, and its life insurance pages now redirect to its homepage. Its contact page still has a callback form with a 'Life' option.
Under the 2020 terms of business you could cancel by writing to Debenhams Life Insurance or by contacting your insurer directly. Outside the 30-day cooling-off period, cancelling stopped the payments but gave no refund of payments already made.
Vavista has told existing policyholders to contact their insurer, so contact the insurer named in your policy documents and check the terms it gives you.
Not according to Debenhams' 2013 pages: the policies it compared were pure insurance with no cash-in value and no savings content, and paid nothing if no claim was made before the end of the term. Your own policy documents set out the terms that apply to you.
Yes. theidol.com says it began in 1999 as Investment Discounts On Line and that Legal & General became its full owner in 2016; today it describes itself as an authorised intermediary that provides its service to comparison sites. Investment Discounts On Line Limited is listed as active at Companies House, and theidol.com's customer services line is 0800 915 7885, Monday to Friday 9am to 5pm. Claims still go to the insurer named in your documents.
It did while it was on sale. In 2011 new policyholders got a £50 Debenhams giftcard after their sixth monthly payment, and in 2019 a £50 gift card was sent within six months for new policies bought directly online or by phone. There is no offer now, as the service had closed to new customers by August 2020.
Sources
The facts on this page come from these sources.
- Wikimedia Commons — "File:Debenhams, Oxford Street, London, March 2016 01.jpg" (opens in a new tab), commons.wikimedia.org, accessed 3 October 2026.
- Wikipedia — Debenhams — Wikipedia (lead section, 2021 sale and financial services; history only) (opens in a new tab), en.wikipedia.org, accessed 3 October 2026.
- Debenhams Life Insurance (Debenhams Retail Limited), archived copy, Internet Archive Wayback Machine — Debenhams Life Insurance homepage as archived on 7 August 2020 (excerpt): not offering Debenhams Life Insurance to new customers (earliest saved copy with this notice) (opens in a new tab), debenhamslifeinsurance.co.uk, accessed 3 October 2026.
- Debenhams Life Insurance (Debenhams Retail Limited / Somerset Bridge Insurance Services Limited), archived copy, Internet Archive Wayback Machine — Debenhams Life Insurance Terms of Business (Debenhams Life TOB V6), PDF as archived on 18 September 2020 (opens in a new tab), debenhamslifeinsurance.co.uk, accessed 3 October 2026.
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- Vavista (Somerset Bridge Insurance Services Limited), archived copy, Internet Archive Wayback Machine — Vavista Life Insurance page as archived on 2 October 2023 (excerpt): no longer offering new life insurance policies (earliest saved copy with this notice) (opens in a new tab), vavista.com, accessed 3 October 2026.
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- Debenhams (Debenhams Retail plc), archived copy, Internet Archive Wayback Machine — Debenhams Life Insurance overview on finance.debenhams.com as archived on 11 February 2015 (excerpt): Investment Discounts On-Line Ltd, part of the Legal & General Group (opens in a new tab), finance.debenhams.com, accessed 3 October 2026.
- Debenhams Life Insurance (Debenhams Retail PLC / Eldon Insurance Services Ltd), archived copy, Internet Archive Wayback Machine — Debenhams Life Insurance Terms of Business (Debenhams Life TOB V2, created February 2017), PDF as archived on 7 July 2017 (opens in a new tab), debenhamslifeinsurance.co.uk, accessed 3 October 2026.
- Royal London (The Royal London Mutual Insurance Society Limited) — Royal London - Looking for Aegon Protection Insurance? (contact page for former Aegon protection policyholders) (opens in a new tab), royallondon.com, accessed 3 October 2026.
- LV= (Liverpool Victoria) — LV= - Make a life insurance claim (claims phone numbers and hours) (opens in a new tab), lv.com, accessed 3 October 2026.
- Zurich — Zurich - Make a bereavement claim (life insurance claims phone numbers and opening hours) (opens in a new tab), zurich.co.uk, accessed 3 October 2026.
- Debenhams (DBZ Marketplace Online Limited) — Debenhams.com — Contact Us (opens in a new tab), debenhams.com, accessed 3 October 2026.
- Aviva — Aviva - Make a claim (life insurance claims phone numbers by provider) (opens in a new tab), aviva.co.uk, accessed 3 October 2026.
- Legal & General — Legal & General - How do I make a claim (claims online, phone numbers and opening hours) (opens in a new tab), legalandgeneral.com, accessed 3 October 2026.
- Vitality — Vitality - How to make a life insurance claim (claims phone, hours and email) (opens in a new tab), vitality.co.uk, accessed 3 October 2026.
- Vavista (Somerset Bridge Insurance Services Limited) — Vavista — Get in Touch (contact page) (opens in a new tab), vavista.com, accessed 3 October 2026.
- theidol.com (Investment Discounts On Line Limited) — theidol.com - Getting in touch (contact page: address and customer services) (opens in a new tab), theidol.com, accessed 3 October 2026.
- Royal London (The Royal London Mutual Insurance Society Limited) — Royal London - Protection policy claims (policies originally taken out with Aegon, Scottish Equitable plc) (opens in a new tab), royallondon.com, accessed 3 October 2026.
- Aviva — Aviva - Death claim (AIG Life insurance policies): claims phone numbers and hours (opens in a new tab), aviva.co.uk, accessed 3 October 2026.
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