We're here to pay claims, not wriggle out of them. Read about what your family should do in the unfortunate event of a critical illness claim.
You can watch our 'How to make a claim' video, which will guide you through each step.
We need to confirm the date of birth of the person insured to make sure that he or she has been paying the correct premium.
We do our best to respond to any enquiries as quickly as possible, but depending on the type of your enquiry, it may take us up to five days to get back to you.
Yes. For every death claim we would prefer to receive an original certificate. If this presents any difficulties we can accept a Standard Verification Form completed by a solicitor.
We aim to send out payment cheques within three days of receiving the final piece of paperwork required.
We won't pay on some plans or may reduce the amount we pay if the person insured hasn't told us relevant information about their health or lifestyle. If the application was completed truthfully and accurately then there won't be any problems. If you'd like a copy of your application form then please ask.
We wish we could pay out 100% of claims, but there are cases when we're unable to make payment, for example if the claim is fraudulent or there is non-disclosure. If we didn't operate a responsible policy in paying out claims, the cost of cover for everyone would become prohibitively expensive. Rest assured that we judge all claims on a case by case basis.
The family of the deceased should let us know as soon as possible. The sooner that they tell us, the sooner we can start work on the claim and, as long as it's covered by the policy, pay the claim.
We won't pay a claim if we find out that it's fraudulent, for example if the insured person hasn't really died.
In most cases your cover will stop and your policy will be cancelled if you stop paying your premiums for your policy.
We won't pay if the term of the plan has finished or if the plan has been cancelled. For example, if a life plan is taken out to cover the length of a mortgage and the person holding the plan dies after the term has finished, you won't be able to claim.
We won't pay if the claim does not meet our definition of what a claim is under the plan.
You can also phone
Call our UK-based advisers for more information or a quote:
0800 756 8515
Quoting offer code IELO
Textphone: 18001 0800 756 8515
9am - 8pm Monday to Thursday
9am - 5pm on Friday
Christmas Eve: 9am-12pm
Christmas Day: Closed
Boxing Day: Closed
New Years Eve: 9am-4pm
New Years Day: Closed
For all other days, normal hours apply
We may record and / or monitor calls for training and audit purposes.
We offer advice on LV= products only