What to expect
- Tell us you need to make a claim for critical illness, terminal illness or total permanent disability by phone or online, so we can get the process under way.
- We’ll take the details of your claim over the phone at a time and day that suits you. Or we can send a claim form for you to complete and return, if you prefer.
- Once we’ve collected the information we need, we’ll get in touch to explain what happens next.
- If your claim is successful, we'll usually pay out within five working days. If we can't pay out, we'll explain why.
Ways to start your claim
It’s easy to start a critical illness cover claim – just call us or fill in our online form.
To speed things up, try to have this information ready before you start:
- your contact details
- basic information about your condition
- the policy number
- your GP’s contact details.
Make a claim online
Just follow the steps and answer the questions in our claim notification form, and we’ll get things moving for you.
Make a claim over the phone
If you bought your policy from us, here’s the number to call if you want to make a claim over the phone:
Calls may be monitored or recorded. Calls to 0800 number from UK landlines and mobiles are free. Numbers that start with 03 are charged at national call rates, and may depend on your network provider.
Bought your policy with another provider?
The number you need to call is under the provider's name:
Bupa Health Insurance or Friends Life
AXA Sunlife Direct
Partnering with Macmillan Cancer Support
Specialised support for cancer claims
If you need to claim for cancer, we’ve partnered with Macmillan Cancer Support to give you access to emotional, clinical, and financial support. Learn how we can help after a cancer diagnosis on our Macmillan Cancer Support page.
Looking for something else?
Take a look at our latest news and guides.
What does our critical illness insurance cover?
Understanding exactly what your critical illness cover policy covers you for can give you peace of mind, when you need it most.
How much critical illness cover do you need?
Your critical illness cover amount will be one of the factors of how much you pay in premiums. Find out how much critical illness cover you might need here.
Self-employed income protection: the facts
When you’re self-employed or a contractor, you get the sweet perk of being your own boss, but you wave goodbye to traditional employee benefits like company sick pay.
Life insurance and income protection insurance – what’s the difference?
These two types of insurance provide cover for quite different circumstances.
Paying out when you need it
In 2020 we paid out over £1bn in protection claims to help over 50,000 people and their families.
Do you need a medical to get life insurance?
If you’re avoiding taking out life insurance because you think the application will involve a medical, you might be surprised to hear it’s not always needed.
Can you get life insurance with a pre-existing condition?
From the application process to premiums, here’s what you need to know.
Cancer support beyond claims
Here’s how we’re working with Macmillan Cancer Support to be there for you if you’re living with cancer and have a protection policy with us.
How to plan an eco-friendly funeral
Whether you want to go fully eco-friendly, or just make small changes to help reduce the environmental impact of dying, here are some good places to start.
How to choose a funeral director
It’s worth taking some time to weigh up your options. So here are some useful things to think about, and questions you might want to ask, when choosing a funeral director.
What happens to a life insurance policy when someone dies?
If a loved one dies, and you’re not sure if they had a life insurance policy, or how to make a claim if they did, find out some of the steps you can take here.
Renting? Here’s why life insurance isn’t just for homeowners
Discover more about life insurance
Different types of life insurance for your family
Explore the different types of life insurance for your family
How does life insurance work?
From how much life insurance costs to who gets the money if you die during the policy term, here’s a simple guide to life insurance and how it works.
Mortgage protection when you're buying a home
Whether you’re a first-time buyer, moving up the property ladder or securing a buy-to-let, here’s why you might want to get that financial protection in place.
Safeguarding the family home when you’re gone
Having life insurance can help reduce the financial impact on those left behind. Find out more about safeguarding your home with life insurance here.