Making a life insurance claim

Why have you asked to see the birth certificate or passport?

We need to confirm the date of birth of the person insured to make sure that he or she has been paying the correct premiums.

What is your response time to enquiries?

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.

Does an original death certificate have to be sent in?

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.

How long does it take to receive the payment?

We aim to send out payment cheques within three days of receiving the final piece of paperwork required.

What is non-disclosure?

We won't pay on some plans or may reduce the amount we pay if the person insured has not fully answered the questions we ask 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.

When won't you pay a claim?

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 else would become prohibitively expensive. Rest assured that we judge all claims on a case by case basis.

We won't pay if you don't meet our terminal illness conditions.

How soon after the death should you be told?

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.

What if a claim is fraudulent?

We won’t pay a claim if we find out that it’s fraudulent, for example if the insured person hasn’t really died.

What happens if I don't pay my premiums?

In most cases your cover will stop and your policy will be cancelled if you stop paying your premiums for your policy. In this case you will not receive any money back.

What happens if the cover term has finished?

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.

Do you pay if I have a terminal illness?

Within all of our protection life insurance policies there is a provision called Terminal Illness. This allows us to pay the policy monies if you are found to be terminally ill that is if it is your doctor's opinion that your life expectancy is less than 12 months.

What if a claim doesn't meet the definitions detailed in the plan conditions?

We won’t pay if the claim does not meet our definition of what a claim is under the plan.