Insurance Claims

We're sorry to hear you need to make a claim and are here to support you...

How do I make a Life Insurance claim?

Phone icon
Get in touch with the insurer to start claim process
Form icon
Provide all information and documentation
Shield icon
Insurer assesses your life insurance claim

You will need to get in touch with the policyholder’s insurance provider directly to start your life insurance claims process. You can do this either online or by phone, depending on the insurer.

The insurance provider will ask questions and gather all necessary information to assess your claim such as who you are and/or your relationship to the deceased. They will let you know if further evidence or documentation is required depending on the type of claim.

The insurance provider will keep you informed throughout the claim process. If your claim is successful, a direct payment will be made to either the legal policyholder or anyone listed in a Trust. If for some reason the insurance provider can’t pay out, they will explain why.

What you might need when you call

Before you make a claim, try to gather the information below if it’s available. Don’t worry if you don’t have all of it right now, the insurer can help.

  • The policy number (this can be found on the policy documents);
  • Name of the person who has died and their date of birth;
  • Cause, date and place of death (if known);
  • An original death certificate if the policyholder has died;
  • The policyholder’s GP or doctor’s contact details;
  • Medical reports from a doctor if you are claiming for a terminal illness.

Our Insurance Providers

If you, your family or loved ones need to make a claim on a policy, please contact your insurance provider directly. You can find all contact details below:

Claims number:
020 7954 7000

Opening hours:
Monday-Friday
9am-6pm

Aviva logo

Claims number:
0800 015 1142

Opening hours:
Monday-Friday
8am-6pm

Claims number:
0800 072 9831

Opening hours:
Monday-Friday: 8am-8pm (excluding public holidays)
Saturday: 9am-5pm

Claims number:
01452 782 754

Opening hours:
Monday-Friday
9am-5pm

HSBC logo

Claims number:
0345 745 6125

Opening hours:
Monday-Friday
8am-6pm

Legal & General logo

Claims number:
0370 050 0962

Opening hours:
Monday-Friday
9am-5pm

Liverpool Victoria logo

Claims number:
0800 756 5869

Opening hours:
Monday-Friday
8am-6pm

Claims number:
0333 014 6244

Opening hours:
Monday-Friday
8am-6pm

OneFamily logo

Claims number:
0800 028 1112

Opening hours:
Monday-Friday
9am-7pm

Scottish Widows logo

Claims number:
0345 600 4401

Opening hours:
Monday-Friday
9am-5pm

Claims number:
0345 601 0072

Opening hours:
Monday-Friday
8am-6pm

Claims number:
0370 243 0827

Opening hours:
Monday-Friday
9am-5pm

You probably have some questions

Check out some of our Frequently Asked Questions below

When should I contact the insurer about an insurance claim?

If you’re making a claim for a life insurance pay out, you should contact the insurer as soon as possible after the death of the policyholder. You will need to supply all the necessary evidence, information and documentation to support your claim.

How long does a Life Insurance payout take to go through?

How long it takes for a Life Insurance payout to go through is dependent upon many different things and the individual circumstances of the policyholder. However the insurance provider can discuss timescales after you have started the claim process and they have all the necessary information.

I'm worried the life insurance won't pay out...

In 2019, over £5.7 billion was paid out on British protection policies with 98.3% of claims paid. That’s the equivalent of £15.8 million paid every day. (ABI.org.uk, May 2020).

It’s statistically very unlikely life insurance policies won’t pay out, especially if the policy was taken out with an FCA registered broker such as Protect Line. The main reason a policy wouldn’t pay out is if the policyholder has not been 100% open and honest during the application.

Who will get the payout from a Life Insurance policy?

If the life insurance policy has been put into Trust it should name who will receive the money, and the insurer will respect this. If there is no Trust, a life insurance payout will form part of the deceased’s estate. A legal process, called Probate, will determine how the life insurance payout is distributed. Having a valid Will can influence the decision; without a Will the payout will likely be distributed to the policyholder’s next of kin.

For terminal illness and critical illness claims, the payout will usually be sent to the legal policy holder, unless a Trust is in place which specifies whether some or all of the payout is retained or gifted.