Before you call: what to gather
Making a claim when someone has died can feel overwhelming. There is no strict deadline for most life insurance claims, so take the time you need. When you are ready, gather a few key details first, as they will make the process quicker.
If you cannot find the policy documents, look through bank statements for regular payments to an insurer, or check with the broker who arranged the cover. Emails, old paperwork and annual statements can also give you the insurer's name, which is enough to start.
- The policy number and the insurer's name
- The death certificate, or a medical diagnosis for other claims
- The trust deed, if the policy is written in trust
- Details of the person's GP
- Your own contact details and bank account
Making a life insurance claim
Contact the insurer by phone or through their website. They will send a claim form and explain what they need. If the policy is in trust, the trustees make the claim using the death certificate and trust deed. If it is not in trust, the executors of the estate claim, and the insurer will usually need to see a grant of probate before paying.
Many policies also include terminal illness cover, which pays out early if the person covered is diagnosed with an illness expected to lead to death within twelve months. The claim process is similar but uses medical evidence from a specialist.
Claiming on critical illness cover
Contact your insurer once you have a diagnosis that you think may be covered. They will ask for details of the condition, your doctors and the dates of diagnosis and treatment. The insurer then requests reports from your GP or specialist to check the diagnosis meets the policy definition.
You do not need to wait until you have finished treatment. It can help to claim early, so the money is available while you are recovering. If a diagnosis falls short of the full definition, ask whether a partial payment applies, as many policies include them for less severe conditions.
Claiming on income protection
Tell your insurer as soon as you know you will be off work for a while, ideally before your deferred period ends. This gives them time to process the claim so payments can start promptly. They will usually ask for a claim form, medical evidence and proof of your earnings.
Many insurers also offer support to help you return to work, such as physiotherapy or counselling. These services are often available from early in your absence. While the claim is running, the insurer may ask for updates from your doctor every so often to confirm you are still unable to work.
What happens after you send the claim
The insurer reviews the claim against the policy and the original application. It may ask your GP or specialist for medical reports, which it can only do with your consent or the consent of the executors. This step can take some weeks, depending on how quickly doctors respond.
Once the claim is approved, the insurer pays the money to the trustees, the executors or the policyholder, depending on the policy. If the claim is declined, the insurer must explain why in writing. You can complain to the insurer, then to the Financial Ombudsman Service if you are not satisfied.
How Hi Tomorrow supports you through a claim
If we arranged your policy, call us and we will help from the first conversation. We contact the insurer, explain what documents are needed and help you fill in the forms. We keep track of the claim and chase the insurer and doctors for updates, so you can focus on your family.
Our UK team is available Monday to Friday, 9am to 6pm. We cannot promise a particular outcome, because every claim depends on the policy terms, but we will make sure your claim is handled clearly and fairly.