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What you’ll need to make a Life Insurance claim

Required documents

Before making a claim, try to gather the following information if it’s available:
  • The name of the deceased
  • Your relationship to them
  • The cause of death 
  • Name and address of the Life policyholder’s GP
  • The plan number if you know it (this can be found on the plan documents or emails)

It's also worth checking your plan document, if you have a copy, before you give us a call for the following information:  

  • How much you're covered for
  • What you're covered for
  • If you have any exclusions

Additional information that may be required for a life insurance claim

Depending on your plan, we may ask for: 

  • Proof of ID 
  • Proof of bank details (e.g. a statement showing the account name and number) 
  • Medical evidence 
  • Birth certificate 
  • Proof of death 
  • An original trust deed 
  • Grant of Probate or Letters of Administration

When we can't pay out

In some cases, we can’t pay out on a claim. Here are some of the main reasons why: 

It’s important that any information the planholder gave us when applying for cover is correct and nothing is missing. We may not be able to pay out on a claim if there is something they didn’t tell us about their health or lifestyle.

Other reasons
Sometimes our policies have conditions that the claim doesn’t meet. For example, a life insurance plan must be in force for 12 months before we can accept a death claim for suicide.

Claim notification period

When do I need to submit my claim by?

Each benefit has a specific timeframe for submitting claims, called the notification period. If you don’t submit your claim within the notification period, we may not be able to accept the claim.


Life Cover, Mortgage Free Cover: Death, Waiver of Premium on Death, Mortgage Life Cover, Family Income Cover: Death

For claims relating to these types of cover, there is no notification period, meaning there is no time limit within which to submit your claim.

LifestyleCare Cover

We must get written notice within 6 months of the life-changing event.

Waiver of Premium on Incapacity

Your plan schedule shows the deferred period that applies to your plan. If we do not receive notice of your incapacity within the specified period, we may treat the deferred period as if it started on the date we actually receive notice.

If we receive notice more than 90 days after the end of the deferred period, we may decline your claim.

  • Deferred period of 7 days - We must get written notice immediately.
  • Deferred period of 1 month - We must get written notice within 2 weeks of the date of incapacity.
  • Deferred period of 3, 6 or 12 months - We must get written notice within 2 months of the date of incapacity.

Disability Cover

Category A, B, D - We must get written notice within 6 months of the life-changing event.
Category C -
We must get written notice within 3 months of the life-changing event.

Claims Charter

We’ve signed up to The Protection Distributors Group’ (PDG) Claim Charter, so we’re dedicated to delivering the highest standards to you throughout your claim experience. We want to support you through this difficult time, so we offer the following features to make the process of making a claim easier.

Life Cover claims - Grant of Probate

For Life Cover claims, because we know it can take time to get a Grant of Probate, we’ll pay up to £300,000 without a Grant of Probate, once we accept the claim and are satisfied with who the beneficiary is. This doesn’t apply to plans with a value of more than £300,000 or policies written into Trust.

Funeral Pledge

We know that families having to deal with the loss of a loved one often face extra financial pressures. We want to help you as much as possible during this difficult time, so we’ve signed up to the Funeral Pledge. This means that if a valid life claim is likely to be delayed, we will pay out up to £10,000 towards the costs of a funeral, if the funeral payment is still outstanding.

If the Funeral Pledge option is instigated, we will:

  • Obtain & verify the details of the funeral director
  • Obtain the funeral invoice
  • Make direct payment to the funeral director

All Life Insurance policies qualify for the Funeral Pledge Option.

Further support

We know there can be a lot of other tasks to do when a loved one dies, so we’ve compiled a list of helpful resources and support which can make the process easier. This can be found below:


Useful help and support for whatever you're going through

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Bereavement support

Support, guidance and practical advice for dealing with a bereavement.

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Complicated insurance terms explained, to help make the process easier