Making a life insurance claim: What to expect | Life insurance | Customer | The Exeter

Making a life insurance claim: What to expect.

Making a life insurance claim: What to expect.

What actually happens when someone claims on a life insurance policy?

Making a claim might feel overwhelming, especially during an already difficult time. That's why we've designed our process to be as straightforward as possible, whilst providing support every step of the way. 

 

Step 1: Get in touch

The first step is simply to let us know that a claim needs to be made.

For a terminal illness claim, you or someone you’ve given authority can contact us directly. For a death claim, this could be a nominated beneficiary, your next of kin, solicitor, executor of your estate or another legal representative. 

When we’re contacted, we'll ask for some basic information to help us find your policy and start assessing the claim. This might include:

  • Your name
  • Your date of birth
  • Your postcode
  • Your policy number

Don't worry if you can't find your policy number. We can usually locate the policy using other information. 

 

Step 2: We'll explain what we need

Once the claim has been registered, we'll explain what evidence is needed and guide you or the person making the claim through the process.

Depending on the type of claim, this may include sending us documents such as a death certificate or medical evidence confirming a terminal illness diagnosis. For terminal illness claims, we may also need information from the consultant responsible for your care. 

 

Step 3: We assess the claim

Our team will review the information provided to make sure the claim can be approved.

If we need anything further, we'll let you or the person making the claim know and explain exactly what's required. Our aim is to make the process as clear and straightforward as possible, to ensure nobody’s left wondering what happens next. 

 

Step 4: We pay the benefit

Once the claim has been approved, we'll arrange for the benefit to be paid to you if it’s at terminal illness claim, or the appropriate person or people if it’s a death claim. 
 

Making a life insurance claim is never something anyone wants to do. But understanding what to expect can help make an already difficult time feel a little less daunting.