Making a claim

We want to ensure you get the right help and support as quickly as possible. You’ll need to let us know about a potential claim as soon as you can if you can’t work due to illness or injury, even though your policy may not pay a benefit for some weeks. This is so that we can be fully aware of your circumstances.

Please select the appropriate tab below to find out what you need to do to claim.


In our experience, working with customers at the start of their incapacity is more likely to result in a successful return to work. And our early intervention team is on hand to help you find the support services – like physiotherapy, counselling, cancer recovery support, back to fitness programmes, workplace assessments and vocational rehabilitation – you need to help your recovery.

They can also provide advice on health and wellbeing services, to support a healthy lifestyle.

We’re here to help

When you make a claim, you’ll speak to friendly experts when you call. And everything you say will be completely confidential.

Here’s how we’ll help:

  • We’ll talk to you about your condition to understand what support you need.
  • We’ll explain what you need to do to make a claim.

Our claims and rehabilitation team

Being at work gives structure to our lives and is important to our physical and mental wellbeing. You will have a claims case manager who will help and support you during your recovery and who will offer practical help, support and guidance to get you back to work.

We also have other experts in the team who are on hand to help manage your claim and these include:

Rehabilitation case managers (RCMs)

The role of the RCM is to help you identify, and co-ordinate, the services you need. Our RCMs are trained in counselling and vocational rehabilitation. This means they can give you practical advice and emotional support when you need it most. They work with the vocational rehabilitation consultants and clinicians in the team to understand what treatment and support services would help your recovery.

CDMP qualified vocational rehabilitation consultants (VRCs)

All our VRCs hold the Certified Disability Management Professional certificate which is accredited by the National Institute of Disability Management and Research. They can visit you at home, or in your workplace, to get a more detailed understanding of the support and services you need.

Specialist clinicians

Our experienced clinicians work closely with the RCMs so we can understand what clinical support you need to help with your condition. We have a large team of clinicians including doctors, mental health nurses, specialist physiotherapists, occupational therapists, occupational health advisers and nurse specialists in mental health, cardiology, oncology, orthopaedics, rheumatology, midwifery and women’s health.

Support throughout your policy

As long as you have a policy with us, we’re here to support you – even if you don’t need to make a claim.

How to contact us

0800 158 3105

Lines open 8.30am - 5.00pm Monday to Friday.

Ex Friends Life

If you were a Friends Life customer, you’ll need to provide us with the information below.

  • Policy number
  • Claimant’s name
  • Contact name (if different)
  • Contact address
  • Daytime and evening phone number(s)
  • Date of disability/illness
  • Employed or self-employed
  • Occupation
  • Date you last worked

We’ll need to contact the doctor(s) you’ve seen about your illness. And we’ll also need to know about your income before you were too ill to work.

We may need more information depending on your claim. But if we do, we’ll let you know as soon as we receive your details.

What happens next?

Once we’ve received everything, we’ll assess your claim straightaway. And we’ll keep you up-to-date with the progress of your claim at all times. We’ll also give you direct access to the person looking after your claim – so you can speak to them if you need to.

How to contact us

You’ll find the contact details for the original provider of your policy below.

Friends Provident

Call: 0345 266 2255
Fax: 0345 600 0624
Mail: Health Claims Committee
PO BOX 1550

Bupa Health Assurance or Friends Life

Your policy number will begin with the letter R, H, F or L.

Call: 0800 001 4276


Please use the contact details provided on the Contact us page.

AXA Sunlife Direct

Call: 0345 366 1645


Call: 0345 304 0401

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