Make a claim on Life Insurance

Claiming on a life insurance policy can feel daunting, especially when you’re going through a difficult time. But don’t worry – we’re here to make the process as quick and hassle-free as possible. Tell us what kind of claim you want to make and we’ll let you know what to do.

What kind of claim do you want to make?

Frequently asked questions

Please note: these FAQs assume that you are the policyholder as well as the person making the claim. However, it is possible to claim on a policy that someone else has taken out (if you're making a death claim, for example).

Why might you need medical evidence?

If you’re making a health-related claim (such as a critical illness or total permanent disablement claim) we’ll need medical evidence so that we can confirm whether we cover the condition you're claiming for.

Even if it isn’t a health-related claim, we sometimes need medical information to help us understand how the condition – or the death – came about.

Why might you decline my claim?

We wish we could pay every claim, but there are occasions when we can’t. For example, if the condition you're claiming for isn't covered by the policy, or if the policy wasn't in place when the event you're claiming for took place. We might also decline a claim if the information we were given when the policy was taken out wasn't full, accurate and honest (if, for example, we were told that the person covered wasn't a smoker but in reality they were).

How will you pay the money if my claim is accepted?

We’ll pay the money by BACS or telegraphic transfer.

How long will it take to receive the payment?

Once we've agreed to pay your claim and have received everything we need from you, we aim to pay out within five working days. Often we do it even sooner than this.

How soon will you decide whether to pay my claim?

Without any details it’s difficult to say how quickly we’ll make a decision on your claim. It depends on what type of claim you’re making, and how complex it is. However, we should be able to give you a better idea once we’ve received some details from you.

What happens to my policy if you decline my claim?

It depends on what type of claim you're making, as well as why we've declined it.

If we decline your claim because the condition you’ve claimed for isn’t covered by your policy, your policy will continue unaffected. You can claim again in future if and when you need to, as long as you keep on paying your premiums.

If we decline it because your policy wasn’t in force when you made the claim (for example if you’d stopped paying your premiums) then it’s likely that your policy still won’t be in force.

If we decline it because you didn’t give us full, accurate and honest information when you took out your policy, we might cancel your policy or amend its terms.

And if we decline a death claim on a single-life policy, we will cancel the policy.

What am I covered for?

You can find out what you’re covered for in your policy booklet, which we sent you when you first took out the policy. If you’re still not sure or if you can’t find your policy booklet please get in touch.

More claims FAQs…

Meet our claims team

Our dedicated claims team handle all life insurance, critical illness, terminal illness, total permanent disablement and waiver of premium claims from start to finish.

Meet the team